International BPO executive (225-729)

The role of an International BPO Executive is critical in managing and optimizing operations within an international business process outsourcing (BPO) environment. This position involves handling and processing information and carries the responsibility of ensuring that the organization's customer service standards are met consistently across different geographical regions. Working in a fast-paced and dynamic global market, an International BPO Executive must be highly adaptable, displaying excellent communication skills, a deep understanding of cultural nuances, and proficiency in handling various types of customer interactions. The role demands a keen sense of detail orientation, the ability to solve problems efficiently, and a commitment to maintaining high levels of customer satisfaction. Moreover, this position is essential in building and nurturing positive client relationships while striving to meet all performance indicators and deliver exceptional service to international clientele.

Responsibilities

• Manage daily operations to ensure efficient customer service and satisfaction in BPO environments.
• Supervise and support the BPO team in achieving their performance targets and goals.
• Handle escalated customer complaints with professionalism ensuring resolution and satisfaction.
• Collaborate with international clients to understand their needs and optimize service delivery.
• Develop reports to provide feedback on operational metrics and customer service outcomes.
• Coordinate with different departments to solve process-related challenges and enhance efficiency.
• Mentor and guide team members in adhering to company policies and standard operating procedures.
• Continuously evaluate and implement process improvements to enhance service quality.
• Monitor team performance using designated key performance indicators and quality checks.
• Assist in training and onboarding new employees to maintain a consistent knowledge base.
• Conduct market research to remain informed on best practices and industry trends.
• Ensure compliance with data security and privacy regulations in all operations.

Requirements

• Bachelor's degree in Business Administration, Management, or a related field preferred.
• Minimum of 2 years' experience in a BPO environment with international exposure.
• Excellent communication skills, both verbal and written, across multinational contexts.
• Strong problem-solving skills with the ability to make decisions under pressure.
• Proven track record in customer service excellence and team management capabilities.
• Adaptability to work in varying time zones and across diverse cultural settings.
• Proficiency in relevant computer applications such as CRM and Microsoft Office Suite.