Senior BPO Operations Lead

2 days ago

Gulshan, Dhaka, Bangladesh GLASCUTR Limited Full time ৳900,000 - ৳1,200,000 per year

Senior BPO Operations Lead

We are launching a multi-service BPO providing Virtual Assistance, software development,  Digital Media Marketing, Data Entry & Processing, and Bookkeeping & Finance services. We are looking for an experienced and dynamic Head of BPO Operations to build, lead, and scale the BPO from scratch, ensuring high-quality delivery, operational efficiency, and client satisfaction.

Responsibilities:

  • Develop the overall strategy for the BPO division.
  • Establish operational processes, policies, and standards for all services.
  • Define service offerings, pricing models, and workflow structures.
  • Team Leadership & Management
  • Recruit, train, and manage team leads and operational staff.
  • Define KPIs and performance metrics for each service vertical.
  • Foster a strong culture of accountability, efficiency, and client-centric service.
  • Client Acquisition & Relationship Management
  • Collaborate with the business development team to secure clients.
  • Maintain strong relationships with key clients and stakeholders.
  • Ensure client satisfaction and timely delivery of services.
  • Operations & Process Optimization
  • Monitor productivity and quality across all service lines.
  • Implement tools, technologies, and systems to streamline operations.
  • Ensure compliance with data security and financial regulations.
  • Financial Management
  • Budgeting, forecasting, and cost optimization for BPO operations.
  • Oversee billing, invoicing, and client payment processes.

Requirements:

  • Bachelor's in business administration, Management, CSE, or related discipline.
  • Minimum 5–7 years of experience in BPO, shared services, or service delivery management.
  • Proven experience in managing multi-service teams (virtual assistance, marketing, data, finance).
  • Strong knowledge of operational workflows, process design, and quality standards.
  • Excellent leadership, communication, and problem-solving skills.
  • Familiarity with project management tools, CRM, and cloud-based systems.

Educational Requirements

  • Bachelor's degree in computer science or a similar technical discipline

Employment Status

  • Full-time

Job Location & Office

  • Dhaka (Gulshan-1)
  • Work at Office

Salary

  • Negotiable

Other Benefits

  • Weekly 2 holidays
  • Lunch Facilities: Monthly Allowance
  • Breakfast and Evening snacks
  • Salary Review: Yearly
  • Festival Bonus: 2 (Yearly)
  • Leave Encashment facilities

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