Business Process Outsourcing (BPO) involves contracting of operations to a third party service provider and it is a BPO Manager’s job to oversee the operations of his division and to ensure that all the needs of the client are met, while taking care of the needs of their employees. They usually work with a team of managers, each assigned to specific division or department in the company.
Depending on the type of BPO Managers, their job usually involves leading and delivering complex client engagements that help identify, design, and implement creative business solutions for the company. BPO managers are also responsible for providing excellent customer service and determining the needs of the client. They also implement and oversee the quality of deliverables, manage team relationships effectively to ensure exceptional performance; as well as participate in the development and presentation of proposals for business development. BPO managers also balance the needs of key stakeholders; ensure the teams they are involved with are aware of the combined end goals; establish operations objectives and work plans; delegate assignments to subordinate managers when necessary; and conduct regular meetings to improve productivity, product knowledge, and customer satisfaction.
Education and Training Requirements
The minimum educational requirement to be a BPO Manager is a bachelor’s degree preferably in Business, Engineering, or any related field, but many employers prefer candidates with an MBA or any advanced degree. A minimum of at least 2-3 years of experience in a related field is also required. Candidates with five or more years of BPO management experience are often favored.
Knowledge and Skills Requirements
A BPO Manager must have strong oral and written communication skills and knowledge in computer software used for presentations such as MS Visio or MS PowerPoint. He/she should also possess strong problem-solving, troubleshooting skills and the ability to exercise sound judgment. BPO managers should know how to mentor staff and are extremely knowledgeable of process management, client management, and six sigma. They should be able to multi-task and decipher statistical reports; and have the patience to deal with issues involving both clients and the workforce.
BPO Managers usually work 40 hours a week although overtime work is often necessary to meet deadlines. The industry is very dynamic, and since most BPO companies are operational 24 hours a day, the job may also require you to work nights, weekends, and holidays. The job may also require extensive travel. BPO Managers usually work in a clean, well-lit, and comfortable office. They may also spend a lot of time on the computer and phone during conference calls.
The median salary of a BPO Manager is $68,000 per year. This varies greatly due to the size of the company, the size of the client outsourcing them, area of operation, industry, and benefits. BPO Managers often receive benefits such as medical, vision, and dental insurance; life insurance; and paid sick and vacation days.