| Detail | For this role |
|---|---|
| Department | Customer Support |
| Level | Senior management |
| Reports to | Vice President Operations |
| Direct reports | Senior Operations Manager (BPO), Process Manager, Quality Manager (Contact Centre) |
| Experience | 12+ years in BPO operations with multi-process leadership |
AVP Operations (BPO) job description template
Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.
Job title: AVP Operations (BPO)
Department: Customer Support
Reports to: Vice President Operations
Location: [City], [office, branch or site]
About the role
An AVP Operations in a BPO leads delivery across several processes or client accounts. They own service levels, quality, productivity and margin for their portfolio, manage operations managers, and hold the senior client relationships. They balance client promises against cost and capacity across shifts and sites. A good AVP keeps every account inside its service and quality targets, protects margin, grows accounts through strong delivery, and builds operations managers who can run their processes without daily escalation to the leadership team.
Key responsibilities
- Own service level, quality, productivity and margin across all the processes and accounts in the portfolio.
- Lead operations and process managers and hold them accountable for their delivery numbers.
- Manage senior client relationships and run monthly and quarterly business reviews with them.
- Plan capacity, staffing and shifts across accounts so service levels hold at the lowest sensible cost.
- Review daily and weekly dashboards for service level, quality, attrition and shrinkage and act on gaps.
- Drive process improvement and automation to raise productivity and lower cost per transaction.
- Protect account margin by controlling cost, billing and staffing against the contract.
- Escalate and resolve major client or delivery issues that managers cannot close alone.
- Own hiring, training and retention plans with HR to keep accounts fully staffed.
- Build a bench of operations managers and plan succession for critical roles.
Requirements
- Graduate, an MBA an advantage
- Deep experience leading BPO or contact centre operations
- A quality or operations certification is an advantage
- 12+ years in BPO operations with multi-process leadership
KRAs and KPIs for a AVP Operations (BPO)
Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.
| Key result area | How to measure it |
|---|---|
| Service level | Contracted service levels met across all accounts each month |
| Quality | Quality scores held above the client target across processes |
| Margin | Account margin protected against the approved plan |
| Attrition | Annual agent attrition held below the agreed level |
| Client retention | Accounts retained and grown with no delivery-led loss |
| People | Operations manager roles filled with successors identified |
Skills and tools
Tools used day to day: CRM and ticketing platforms, WFM tools, Dialer and telephony, Power BI dashboards, MS Excel.
Reporting line and career path
Next roles: Vice President Operations, Director Operations, Chief Operating Officer
Interview questions for a AVP Operations (BPO)
- How do you keep several accounts inside their service and quality targets at once?
- An account is missing its service level and the client is unhappy. How do you turn it around?
- How do you protect margin while keeping service levels and quality high?
- How do you plan capacity across accounts during a demand spike?
- How do you reduce agent attrition on a tough process?
- How do you build operations managers who can run accounts on their own?
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What does an AVP Operations in a BPO do?
An AVP Operations leads delivery across several BPO processes or client accounts. They own service levels, quality, productivity and margin, manage operations managers, and hold senior client relationships. They plan capacity and staffing, drive process improvement, protect margin, resolve major escalations, and build operations managers who can run their processes without daily escalation to leadership.
What is the difference between an AVP Operations and a Senior Operations Manager?
A Senior Operations Manager runs one large process or account and its team managers. An AVP Operations sits above several such managers, owning a portfolio of processes or accounts, senior client relationships and overall margin. The senior manager delivers one account; the AVP leads the portfolio and its operations leadership.
What qualifications does an AVP Operations need?
A graduate degree is the usual base and an MBA is an advantage. What matters most is deep experience leading BPO or contact centre operations across processes, a record of holding service level, quality and margin, and the ability to manage senior clients and build an operations leadership team. Operations or quality certifications help.