BPO Career: The role and responsibilities of a BPO Operations Manager!

Over the past few years, there has been a definite surge in BPO and it has been on the steady rise for the last three years. While in this article we would be focusing more on the roles and responsibilities of a BPO Operations Manager and how certification could help advance their BPO career, we would also understand the nuances of the BPO career including the definition of BPO and other related information.

Let’s start with the beginning and that is what is a BPO?

Business Process Outsourcing or BPO in simple words is a method of subcontracting various business-related operations to third-party vendors. Interestingly, there was a time when the term BPO was used only for manufacturing entities like soft drink manufacturers that outsourced huge segments of their supply chains. In the present day, BPO applies to the outsourcing of services also.

So how lucrative is a BPO career?

BPO career is quite lucrative considering the following points –

BPO sector is one of the fastest-growing organizations offering numerous opportunities for career growth.
The sector gives fair and equal chances to even the professionals with the non-technical background and earns handsomely.
The BPO career does not demand any skills upgrade though it is necessary to keep yourself updated, upskilled, and trained all the time.
In a BPO career while you are serving the organization, what you achieve personally would also be equally important.

Now that you know what a BPO Career would like and what would your roles and responsibilities would be like. Let’s understand what is the role and responsibilities of a BPO Operations Manager and what qualifications (if any) would you need to become a successful call center operations manager.

So the basic role of a call center is to serve the customers by thorough planning and implementing call center strategies and operations. The role also includes improving the systems and processes. The BPO operations manager is also responsible for managing its staff.

Let’s have a look at the duties of a BPO operation manager and what does it imply for someone seeking the role of an operations manager as the next step in their BPO career.

A BPO Operations Manager is the one who determines all the operational strategies by conducting performance reviews, needs assessments, cost and benefit analysis, and capacity planning. She also helps in both the identification and evaluation of cutting-edge technologies. Defining user requirements, and establishing technical specifications are some of the other duties.
She also aids in developing a BPO center through customer interaction including voice response systems and voice networks. Some of the other duties include designing user interfaces, controlling implementations along with test plans development and execution.
She is also responsible for the maintenance and improvisation of call center operations through both monitoring system performance and identifying and resolving problems.

These are some of the main duties you would be performing as a BPO Operations Manager. Now let’s have a look at the skills and qualifications.

Business Process Operations Manager skills and qualifications are plenty. Here we are mentioning a few of them. Take a look!

Customer Focus,
Customer Service,
Verbal Communication,
Informing Others,
Process Improvement,
Problem Solving,
People Skills
Teamwork,
People Management,
Managing Processes,
Emphasizing Excellence

While there are no certain qualifications for one of the most responsible roles, there are certifications for one of the most coveted roles. And BPO Operations Manager Certification is one of the most credible credentials for the BPO operations manager.