Job Summary:
ServicioStream BPO Solutions Ltd is seeking a Head of BPO Operations to lead outsourced service delivery, develop operational teams, and ensure client accounts consistently meet agreed performance standards. This role suits an experienced BPO leader who can balance service quality, workforce performance, and commercial results.
What you'll do:
- Lead and manage the overall BPO operations, ensuring alignment with organisational goals and client expectations.
- Develop and implement operational strategies to improve productivity, quality, and customer satisfaction.
- Supervise team managers and frontline staff, providing guidance, coaching, and performance feedback.
- Monitor key performance indicators (KPIs) and prepare reports for senior management to inform decision-making.
- Oversee resource planning, including staffing levels, training programmes, and technology utilisation.
- Ensure compliance with industry standards, legal regulations, and organisational policies.
- Foster a positive work environment that encourages continuous improvement and professional development.
- Manage client relationships by addressing concerns promptly and maintaining high service standards.
- Drive innovation in processes to optimise efficiency and reduce costs without compromising quality.
Skills
- Extensive supervising experience within a BPO or related sector.
- Strong management capabilities with the ability to lead diverse teams effectively.
- Proven leadership skills with a focus on motivating staff and cultivating a collaborative team culture.
- Excellent organisational skills with the ability to manage multiple priorities simultaneously.
- Analytical mindset with proficiency in interpreting data to inform strategic decisions.
- Effective communication skills, both written and verbal, tailored for various stakeholders.
- Ability to adapt quickly to changing business needs and industry trends.
Why work with us:
- Lead and develop a growing BPO operation.
- Manage varied client services and operational teams.
- Influence service strategy and continuous improvement.
- Access leadership development and long-term career progression.
Pay: £4,800.00-£6,300.00 per month
Benefits:
- Casual dress
- Company pension
- Financial planning services
- Paid volunteer time
- Referral programme
- Sick pay
Work Location: In person
