| Detail | For this role |
|---|---|
| Department | Customer Support |
| Level | Senior management |
| Reports to | AVP Operations (BPO) |
| Direct reports | Process Manager, Contact Centre Manager, Workforce Manager |
| Experience | 8 to 12 years in BPO operations with team management |
Senior Operations Manager (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: Senior Operations Manager (BPO)
Department: Customer Support
Reports to: AVP Operations (BPO)
Location: [City], [office, branch or site]
About the role
A Senior Operations Manager in a BPO runs a large process or client account and its team managers. They own the service level, quality, productivity and cost of the account, manage the client at the working level, and keep several teams delivering across shifts. They are the person the client and the leadership both look to for the account. A good Senior Operations Manager keeps the account inside its service and quality targets, controls attrition and shrinkage, grows the account through reliable delivery, and develops team managers into the next operations leaders.
Key responsibilities
- Own the service level, quality, productivity and cost of the account or large process.
- Manage team and process managers and hold them to their daily delivery numbers.
- Run the working-level client relationship and the weekly and monthly reviews.
- Plan staffing, shifts and shrinkage so service levels hold across the week.
- Review dashboards for service level, quality, occupancy and attrition and act on gaps.
- Drive productivity and quality improvement across the teams on the account.
- Control account cost and staffing against the contract and budget.
- Handle client escalations and delivery issues and prevent them recurring.
- Own hiring, training and retention for the account with HR and the trainer.
- Develop team managers and build cover for every critical role on the account.
Requirements
- Graduate, an MBA an advantage
- Strong experience managing BPO processes or accounts
- A quality or operations certification is an advantage
- 8 to 12 years in BPO operations with team management
KRAs and KPIs for a Senior Operations Manager (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 | Account service levels met on at least 95 percent of days |
| Quality | Quality scores held above the client target every month |
| Productivity | Productivity per agent at or above the account standard |
| Attrition | Agent attrition on the account below the agreed level |
| Cost | Account cost and staffing within the budget |
| Client review | Client reviews passed with no delivery-led escalation to leadership |
Skills and tools
Tools used day to day: CRM and ticketing, WFM tools, Dialer and telephony, MS Excel, Dashboards.
Reporting line and career path
Next roles: AVP Operations (BPO), Delivery Head, Director Operations
Interview questions for a Senior Operations Manager (BPO)
- How do you keep an account inside its service and quality targets?
- The account slips on service level midweek. How do you recover it?
- How do you plan staffing and shrinkage to protect service levels?
- How do you handle a client escalation on your account?
- How do you reduce attrition on a demanding process?
- How do you develop team managers into operations leaders?
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What does a Senior Operations Manager in a BPO do?
A Senior Operations Manager runs a large process or client account and its team managers. They own service level, quality, productivity and cost, manage the client at the working level, and keep teams delivering across shifts. They plan staffing and shrinkage, handle escalations, control attrition and cost, and develop team managers into operations leaders.
What is the difference between a Senior Operations Manager and a Process Manager?
A Process Manager owns one process and its team leaders. A Senior Operations Manager runs a larger account or several processes and their managers, holding the client relationship and overall account delivery. The process manager delivers a process; the senior manager owns the account, its client and its results.
What qualifications does a Senior Operations Manager need?
A graduate degree is the usual base and an MBA is an advantage. Employers value strong experience managing BPO processes or accounts, a record of holding service level, quality and cost, and the ability to manage clients and develop team managers. A quality or operations certification such as Six Sigma is an advantage.