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Job Title: Bpo Business Operations Manager
About the RoleWe are seeking an experienced Bpo Business Operations Manager to join our team. As a key member of our operations department, you will be responsible for managing and coordinating with multiple outsourced service providers (BPOs). Your primary objective will be to ensure seamless communication, efficient task execution, and effective progress tracking.
You will define and implement Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), conduct regular operational reviews, and drive outsourced teams to achieve service quality and efficiency targets. Additionally, you will monitor performance across different sites, identify operational risks, and proactively implement optimization measures.
To achieve these objectives, you will review and standardize customer service workflows, scripts, and operating procedures to ensure consistent service experience. You will also promote process digitization, automation, and tool adoption to improve overall efficiency and accuracy.
Your Responsibilities- Manage and coordinate with multiple outsourced service providers (BPOs)
- Define and implement KPIs/SLAs, conduct regular operational reviews, and drive outsourced teams to achieve service quality and efficiency targets
- Monitor performance across different sites, identify operational risks, and proactively implement optimization measures
- Review and standardize customer service workflows, scripts, and operating procedures
- Promote process digitization, automation, and tool adoption
We are looking for an individual who can achieve goals and deliver results with a steadfast commitment. To succeed in this role, you should be able to acquire new skills and adapt to changing business environments through continuous learning. Exceptional communication skills are essential to support colleagues and enhance team effectiveness.
The ideal candidate should possess fluency in English (listening, speaking, reading, and writing) and native-level proficiency in Portuguese.
