Operations Technician Senior ensuring facility equipment maintenance and successful pipeline operations for clean energy at Williams. Demonstrating technical expertise and analyzing data to resolve operational problems.
About the role
- BPO Operations Manager managing operations at M-KOPA for over 500 agents in Customer Care. Driving performance and SLA compliance across outsourced customer care functions in a hybrid work environment.
Responsibilities
- Executing day-to-day operational management of 500+ BPO agents across two partners (CCI and iSON)
- Implementing BPO Performance Management Policy frameworks and operational procedures
- Monitoring real-time performance metrics and deploying immediate corrective actions for performance gaps
- Conducting daily performance reviews and ensuring operational targets are met consistently
- Tracking and monitoring all BPO KPIs, IPIs, and SLAs on daily and weekly basis ensuring >95% compliance
- Implementing operational performance improvement plans and monitoring execution of remediation actions
- Conducting weekly performance consolidation and trend analysis for BPO operations
- Executing routine performance warnings and improvement action plan requirements
- Serving as primary operational contact with BPO partner management for day-to-day performance issues
- Coordinating operational capacity building and training initiatives with BPO teams
- Facilitating operational communication and information flow between M-KOPA and BPO partners
- Managing operational escalations requiring immediate BPO intervention and resolution
- Implementing operational quality monitoring programs ensuring service standards compliance
- Overseeing operational audits and quality assessments of BPO agent performance
- Monitoring customer interaction quality and providing operational feedback to BPO supervisors
- Executing quality improvement initiatives at operational level
- Preparing daily, weekly, and monthly operational performance reports for Senior CC Operations Manager
- Analyzing operational performance data and providing tactical insights for immediate improvement
- Tracking operational efficiency metrics and cost per contact performance
- Monitoring real-time operational dashboards and providing performance updates
- Resolving operational issues and tactical challenges affecting BPO day-to-day performance
- Coordinating with BPO team leads and supervisors on immediate operational matters
- Managing operational crisis response and immediate business continuity measures
- Escalating strategic issues requiring senior management intervention to Senior CC Operations Manager
- Monitoring BPO operational costs and resource utilization within approved budgets
- Tracking operational efficiency metrics ensuring cost-effective service delivery
- Implementing operational cost control measures and monitoring budget compliance
- Escalating budget variances and strategic cost decisions to Senior CC Operations Manager
- Performing any additional tasks as assigned by the Senior CC Operations Manager
Requirements
- Bachelor's degree in Business Administration, Operations Management, or related field (Contact center or Customer Care certification an added advantage)
- 4+ years of experience in BPO operations management with proven track record of achieving SLA compliance in contact center environments
- Operational management experience with demonstrated ability to manage large scale outsourced agents and drive performance accountability
- BPO partnership management expertise with proven experience in vendor relationship management, performance monitoring, and contract compliance
- Contact center operations knowledge with deep understanding of KPIs, SLAs, quality metrics, and customer experience standards
- Performance management skills with experience implementing performance improvement frameworks, penalty systems, and remediation measures
- Data analytics capabilities with proven ability to analyze performance trends, identify operational issues, and implement data-driven solutions
- Financial management experience with budget oversight, cost optimization, and operational efficiency improvement in outsourced environments
- Problem-solving expertise with demonstrated ability to resolve complex operational challenges and manage crisis situations
- Communication and stakeholder management skills with ability to manage relationships with external vendors and internal cross-functional teams
- Experience managing multiple BPO partners simultaneously
- Track record of achieving consistent >95% SLA compliance in large-scale operations
Benefits
- Family-friendly policies
- Coaching partnerships
- On-the-job training
Job title
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Degree requirement
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Operations Technician ensuring maintenance of facility equipment and successful pipeline operations at Williams. Demonstrating technical expertise while adhering to safety protocols and operational standards.
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