We are looking for an experienced and result-oriented Project Manager – BPO to manage day-to-day operations, client relationships, team performance, quality, and project delivery. The candidate will be responsible for ensuring that BPO projects meet operational targets, SLAs, quality standards, and client expectations.
Key Responsibilities
- Manage complete BPO projects from planning to execution and delivery.
- Handle day-to-day operations of telecalling, customer support, sales, or related BPO projects.
- Manage and monitor team leaders, agents, and support staff.
- Set and track KPIs, SLAs, productivity, quality, attendance, and performance targets.
- Coordinate with clients and act as the primary point of contact for project-related matters.
- Prepare daily, weekly, and monthly performance reports.
- Identify operational issues and implement corrective actions.
- Conduct regular team meetings, performance reviews, and training sessions.
- Ensure proper workforce planning and resource allocation.
- Monitor call quality, customer interactions, conversion rates, and productivity.
- Handle escalations from clients and internal teams.
- Work closely with HR and recruitment teams for manpower requirements.
- Ensure compliance with company policies and client requirements.
- Analyze project performance and suggest process improvements.
- Support new project implementation, process transition, and client onboarding.
- Ensure projects are delivered within agreed timelines and budgets.