No of vacancies: 01

Work station: National Office, Lalitpur

Employment Contract type: Time Bound contract

Responsibilities and Duties:

• Determines BPO operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews
  
• Maintains and improves BPO operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades
  
• Accomplishes BPO human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
  
• Meets BPO financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
  
• Prepares BPO performance reports by collecting, analyzing, and summarizing data and trends
  
• Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades
  
• Maintains professional and technical knowledge by tracking emerging trends in BPO operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
  
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
  

Required Qualifications, Experience and Skills:

• Bachelor’s degree preferably in Business, IT, Engineering, or any related field
  
• MBA or any advanced degree preferred. 
  
• 2- 3 years of experience in related field.
  
• BPO Management experience is preferred
  
• Excellent oral and written communication skills in English 
  
• Knowledge in computer software. 
  
• He/she should also possess strong problem-solving, troubleshooting skills and the ability to exercise sound judgment. 
  
• BPO manager should know how to mentor staff and are extremely knowledgeable of process management, and client management. 
  
• Able to do multi-task and decipher statistical reports; and have the patience to deal with issues involving both clients and the workforce.  Experience in ISO 9000, Six Sigma, and SOCs compliance will be strongly considered