About the Job

Summary of the position

The Business Process Outsourcing (BPO) Manager, will be responsible to lead the Plan, organizing and directing function of the BPO department’s full implementation as per set of plan. Identifying Local and International outsourcing opportunities and works to establish strong business relationship network (service rendering) bond with all outsourcing entities in the world; developing and monitoring performance metrics,

This role requires good understanding, developing knowledge and familiarity with world-wide industries standard, practices and regulations applicable of local and at outsourcer’s domain. It also requires, to identify opportunities for improvement, and implement changes and innovations.

Main Duties and Responsibilities:

Lead the Plan, organizing and Directing functions of the Business Process Outsourcing (BPO) business Departments right implementation,
Develop and establish Business Process outsourcing business units and processes in the company.
Developing and implement the overall business process outsourcing strategy and business plan.
Identifying outsourcing business opportunities and evaluating customer capabilities.
Communicate, negotiate, and prepare contract for BPO business with customers.
Managing customer relationships, contracts, and performance.
Support & overview the recruitment process of required employee for the task.
Establish processes and workflows.
Developing and implementing performance metrics and service level agreements (SLAs).
Prepare and provide regular and accurate process progress reports for tracking and decision-making.
Analyze process performance data and statistics to identify opportunities, suggest action plans, and recommend & implement process improvements to support Business growth and Customer Loyalty.
Monitor productivity, quality and efficiency of processes post implementation of improvement initiatives
Introduce and track process efficiency metrics
Collaborating with internal stakeholders to ensure effective communication and alignment.
Providing leadership and guidance to the outsourcing team.
Monitor overall business unit performance and point out any critical issues for the top management.
Monitor regular analysis of business workflow.
Ensuring compliance with regulatory requirements and company policies.
Managing risks and resolving issues in a timely manner.
Performs other related duties assigned by the CEO when required.

About You

Required qualifications & preferred Skills:

Educational Qualifications:

Bachelor’s degree in business administration, Foreign language, Operations Management, or related field of studies (MBA preferred).
Minimum of 4 (four) year’s proven experience in business process outsourcing (BPO) company, out of which 1 (one) years must be on supervisory / managerial position.
Strong understanding of outsourcing strategies, processes, and best practices.
Excellent skill in IT system usage (all MS-office package) + and other tools and software usages.
Fluency in spoken and writing, and excellent communication in both English and Amharic languages are mandatory.
Excellent negotiation and contract management skills.
Strong leadership, communication, and decision-making skills.
Ability to manage multiple projects and priorities in a fast-paced environment.
Knowledge of regulatory requirements and industry standards.
Related courses trainings & Certifications in customer-handling, project implementation, International Business outsourcing are advantageous.

Required Skills & Competencies:

Professionalism, honesty, confidentiality and principled personality are important;
Resolves stakeholders’ queries and challenges in organized way, providing the highest quality service and monitors to confirm that their needs have been comprehensively addressed.
Provides prompt and insightful feedback to relevant stakeholders to enable them to address the root cause of the challenges faced by customers
Being decisive, passionate and bold
Outsourcing strategy, Performance metrics, Contract management, Data analysis,
Leadership, Communication and Decision-making are from very important personal trait.
Strong organizational and coordination skills, able to work with significant levels of autonomy and balance personal and professional priorities to meet tight deadlines.
Be able to train, coach, and support their team members in using the technical skills and tools effectively and efficiently.

Required Skills

Oral and written communication
Effective communication and sociability
Communication
Leadership

Only qualified & interested candidates are encouraged to apply for this vacancy position:

1st. Download the “Job applicants Summary of Qualification” form & complete it properly via the link.

For online Applicant, please attaché and send:the completed Job applicant’s summary form, with your updated CV & credentials copy; stating the position (BPO Manager) on the subject line; and mail to [email protected] making CC to “[email protected]”

physically drop: your completed Job applicant’s summary form with updated CV & Copy of credentials at our Office Located: “Africa Avenue, Mega House / building, 3rd floor office No 309/ 307, For further Information you can call /Contact on: – 0114702142/0114701635/0114702015

More Information

Address Ethiopia
Experience Level Mid level
Total Years Experience 0-5