Manager-Engagement Management-Engagement Manager

Key Responsibilities 1. Operational Management

• Oversee daily operations of assigned accounts, ensuring KPIs and SLAs are consistently met or exceeded.
• Develop and implement strategies to improve efficiency, reduce costs, and optimize resource allocation.
• Conduct regular performance reviews and implement action plans for continuous improvement.
• Monitor call volumes, service levels, and team productivity using reporting tools and dashboards.
• Ensure compliance with company policies, processes, and client contractual requirements.

2. Client Relationship Management

• Serve as the primary operational contact for assigned clients.
• Conduct regular business reviews, sharing performance reports, insights, and recommendations.
• Address and resolve escalations promptly to maintain client satisfaction.
• Collaborate with clients to identify process improvement opportunities.

3. People Management & Development

• Lead, coach, and mentor Operations Supervisors / Team Leaders to develop leadership skills and ensure alignment with business objectives.
• Foster a positive and engaging work environment to enhance retention and employee satisfaction.
• Manage workforce planning, scheduling, and staffing requirements in coordination with Workforce Management (WFM).
• Oversee performance management, including recognition, corrective actions, and career development planning.

4. Quality & Compliance

• Ensure adherence to quality standards, policies, and regulatory requirements (e.g., data privacy, client-specific compliance rules).
• Collaborate with Quality and Training teams to implement improvement initiatives.
• Analyze root causes of service delivery issues and implement corrective measures.

5. Reporting & Analytics

• Review daily, weekly, and monthly performance reports, identifying trends and opportunities for improvement.
• Prepare and present operational updates to senior management and clients.
• Leverage data to support decision-making and strategy formulation.

Key Responsibilities 1. Operational Management

• Oversee daily operations of assigned accounts, ensuring KPIs and SLAs are consistently met or exceeded.
• Develop and implement strategies to improve efficiency, reduce costs, and optimize resource allocation.
• Conduct regular performance reviews and implement action plans for continuous improvement.
• Monitor call volumes, service levels, and team productivity using reporting tools and dashboards.
• Ensure compliance with company policies, processes, and client contractual requirements.

2. Client Relationship Management

• Serve as the primary operational contact for assigned clients.
• Conduct regular business reviews, sharing performance reports, insights, and recommendations.
• Address and resolve escalations promptly to maintain client satisfaction.
• Collaborate with clients to identify process improvement opportunities.

3. People Management & Development

• Lead, coach, and mentor Operations Supervisors / Team Leaders to develop leadership skills and ensure alignment with business objectives.
• Foster a positive and engaging work environment to enhance retention and employee satisfaction.
• Manage workforce planning, scheduling, and staffing requirements in coordination with Workforce Management (WFM).
• Oversee performance management, including recognition, corrective actions, and career development planning.

4. Quality & Compliance

• Ensure adherence to quality standards, policies, and regulatory requirements (e.g., data privacy, client-specific compliance rules).
• Collaborate with Quality and Training teams to implement improvement initiatives.
• Analyze root causes of service delivery issues and implement corrective measures.

5. Reporting & Analytics

• Review daily, weekly, and monthly performance reports, identifying trends and opportunities for improvement.
• Prepare and present operational updates to senior management and clients.
• Leverage data to support decision-making and strategy formulation.

Qualifications

Education:

• Bachelor’s degree in Business Administration, Management, or related field (or equivalent work experience).

Experience:

• Minimum 5 years’ experience in a BPO environment, with at least 2 years in an Operations Manager or equivalent leadership role.
• Proven track record in managing large teams (100+ FTEs) across multiple lines of business.
• Experience in client management and operational excellence.

Skills & Competencies:

• Strong leadership and people management skills.
• Excellent communication and presentation abilities.
• Analytical and problem-solving skills with a data-driven mindset.
• Ability to work in a fast-paced, high-pressure environment.
• Proficiency in MS Office and familiarity with CRM/Contact Center systems.
• Knowledge of WFM processes and quality assurance best practices.

Key Performance Indicators (KPIs)

• Achievement of account-specific SLAs and KPIs (e.g., CSAT, AHT, FCR).
• Client satisfaction scores and retention.
• Employee engagement and attrition rates.
• Operational efficiency and cost optimization metrics.

Work Environment

• Office-based or hybrid setup depending on account requirements.
• May require flexible scheduling, including night shifts, weekends, and holidays based on client needs.