BPO Senior Manager – Operations (Hybrid)

About the role

We are looking for a senior manager to lead end‑to‑end service delivery within our BPO operations in Dubai. The role focuses on operational excellence, data‑driven decision making and building high‑performing teams in a hybrid work environment.

Key responsibilities

• Oversee daily operations to meet SLA, productivity, quality and customer‑satisfaction targets.
• Manage large‑scale teams, including team leaders, ensuring performance and accountability.
• Lead workforce planning, capacity management and resource allocation.
• Monitor KPIs such as AHT, SLA, productivity, quality and CSAT and implement corrective actions.
• Develop and execute strategies to improve efficiency, scalability and cost control.
• Prepare performance reports, dashboards and insights for senior leadership.
• Drive continuous‑improvement initiatives and change‑management projects.
• Ensure compliance with industry regulations, quality standards and internal policies.

Required profile

• 10+ years of BPO/operations experience, with at least 5 years in a leadership role.
• Proven track record in strategic planning, performance management and process improvement.
• Experience in budget management, cost control and financial decision‑making.
• Strong stakeholder influence and change‑management capabilities.

Required skills

• Strong proficiency with Microsoft Office Suite.
• Knowledge of Gen AI, SAP or similar systems (e.g., Navigator).
• Advanced data analysis, reporting and insight generation.

What we offer

• Competitive salary and benefits package.
• Hybrid work model.
• Opportunity to lead a high‑performing team in a global organization.