Senior Operations Manager/Project Manager - BPO

Key Responsibilities :

• Manage end-to-end operations and project delivery for global energy clients, ensuring service excellence, operational efficiency, and achievement of key business metrics.

• Lead and optimize outbound sales operations, driving productivity, conversion rates, revenue growth, and customer engagement.

• Build and maintain strong relationships with clients, partners, vendors, and retailers, acting as the primary point of contact for operational and strategic initiatives.

• Collaborate with cross-functional teams including sales, customer service, technology, compliance, and leadership to ensure seamless execution of projects and business goals.

• Monitor operational performance through KPIs, dashboards, and reporting mechanisms, identifying opportunities for process improvements and cost optimization.

• Manage project timelines, resource allocation, risk mitigation, and stakeholder communication to ensure successful project execution.

• Drive continuous improvement initiatives, implementing best practices to enhance operational efficiency, customer experience, and business outcomes.

• Ensure compliance with industry regulations, contractual obligations, and organizational policies while maintaining high-quality service standards.

Required Qualifications :

• Bachelors degree in Business Administration, Management, Engineering, or a related field.

• 6+ years of experience in Operations Management, Project Management, or Program Management.

• Mandatory experience working in a BPO or contact center environment.

• Strong experience managing clients within the Energy or Utilities industry.

• Proven expertise in outbound sales operations and performance management.

• Experience managing external partners, vendors, retailers, and client stakeholders.

• Strong project management, problem-solving, and analytical skills.

• Excellent communication, presentation, and stakeholder management abilities.

Preferred Qualifications :

• Experience managing global energy clients, particularly within the Australian market.

• Exposure to large-scale operational transformation or process improvement initiatives.

• Experience working with international stakeholders and distributed teams.

• Certification in Project Management (PMP, PRINCE2, Agile, or equivalent) is an added advantage.

Key Skills :

• Operations Management

• Project & Program Management

• BPO / Contact Center Operations

• Energy & Utilities Domain

• Outbound Sales Operations

• Client Relationship Management

• Vendor & Partner Management

• Stakeholder Management

• Process Improvement

• Performance & KPI Management

• Risk Management

• Cross-Functional Collaboration