BPO Operations Manager

Position: Operations Manager
Industry: BPO / Contact Center
Line of Business: Customer Service – Billing
Location: On-site
Experience Required: Minimum 4 years in BPO operations leadership
Language Requirement: English level B2 or higher
About the Role
We are seeking an experienced and highly driven Operations Manager to lead a Customer Service Billing line of business within our BPO operation. The ideal candidate will have a strong background managing high‑volume contact center environments, exceptional leadership capabilities, and a solid understanding of billing processes, customer experience, and performance management.
Key Responsibilities
Oversee daily operations for the Customer Service Billing program, ensuring KPIs, SLAs, and client expectations are consistently met.
Lead, mentor, and develop a team of Supervisors, Analysts, and frontline agents.
Monitor performance metrics and implement action plans to improve quality, efficiency, and customer...