BPO Operations Manager

Let's start with the role:

The BPO Operations Manager owns overall Customer Service performance, ensuring consistent quality, strong execution, and delivery against business expectations. They monitor performance and impact, develop strategies, and intervene where results, quality, or execution fall below standards, while also serving as the second level of escalation across internal stakeholders, departments, BPO partners, and the internal BPO-facing team. 

The role ensures that processes, structures, and ways of working enable the team to operate effectively, scale, and continuously improve. They turn team insights into clear, prioritized actions that drive measurable results across key Customer Service KPIs. 

Key Responsibilities 

• Own the performance and output quality of Leads and Specialists, aligning team goals with objectives defined by senior management;
• Ensure the team operates with the appropriate structure, resource allocation and schedule coverage;
• Validate that team outputs (QA reviews, alerts, analysis, initiatives) generate measurable impact on KPIs, driving corrective actions when needed;
• Define and follow up on development plans and performance initiatives, ensuring clear understanding of gaps, measurable improvements, and proper documentation, including management of PIPs aligned with company standards;
• Provide regular, impactful feedback and development to Leads and Specialists that drives behavior change and performance improvement, fostering a healthy, fair and consistent team culture and strong engagement;
• Act as the second level of escalation for BPO performance issues and ensure resolution of operational blockers across key customer journeys (e.g., payments, KYC, MyAccount);
• Align with peer Managers on initiatives that can scale across markets and share best practices;
• Escalate to the Head of Ops, in a structured way and with a proposed solution, risks and blockers that cannot be resolved at market or peer level (sustained KPI risks, cross-functional blockers, structural gaps in processes, policies and tools, repeated BPO underperformance, resource limitations);
• Actively collaborate and exchange best practices, insights and initiatives with the Backoffice team, QA/QC, Training, Content and other internal teams to address gaps in quality, knowledge and processes;
• Identify, together with Leads, structural and high-impact issues affecting performance and customer experience, and elevate them;
• Build and follow up on forward-looking plans that align initiatives, risks and opportunities with expected KPI outcomes; 
• Balance short-term actions (real-time fixes) with mid- and long-term structural improvements;
• Partner with WFM in planning and before execution to improve forecast accuracy, including business continuity planning. 

 

What you will bring:

• Strong Customer Service experience, with 3–5 years of experience in Customer Service operations; 
• Proven leadership experience, with the ability to lead teams, drive performance, and manage people effectively; BPO experience is preferred; 
• Strong Excel, data analysis, and analytical skills, with the ability to translate data into actionable insights; 
• Good knowledge and practical experience with CRM tools; 
• Strategic and analytical thinking, and sound decision-making;
• Ability to prioritize and drive focus based on business impact;
• Strong ownership and accountability for results;
• Ability to structure and optimize operational models;
• Stakeholder management and cross-functional collaboration; 
• Problem-solving and continuous improvement mindset;
• Proactive mindset and strong communication, including presenting data-driven insights to senior stakeholders;
• Demonstrated AI-first mindset, actively leveraging AI tools and assistants to improve productivity, problem-solving and decision-making. Continuously exploring new AI capabilities and championing their practical adoption within teams, using AI as an integral part of day-to-day work rather than a supplementary tool.

 

 

Kaizen Gaming Perks

• 🏃 A buddy will support you with your onboarding
• 🕑 Hybrid way of working
• 💸 Competitive pay & bonus scheme
• ⭐Developmental 360° feedback framework
• 📚 Unlimited access to Udemy & continuous training

 

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