Operation Manager (BPO)

Responsibilities

• Manage daily operations of customer service projects and call center activities to ensure smooth execution.
• Lead project planning, client communication, role allocation, and human resource management.
• Drive continuous process optimization to improve resource utilization and reduce operational costs.
• Conduct staff training, coaching, and performance evaluations to enhance overall team performance.
• Develop and implement operational strategies to improve efficiency and service quality.
• Analyze operational data (such as CMS reports and KPIs) and provide practical improvement recommendations.
• Collaborate with cross‑functional teams to ensure operational goals align with company strategy.
• Participate in solution design and client presentations, demonstrating strong project management and operational capabilities.
• Manage key client (principal/“client‑side”) relationships to e...