Operations Manager – BPO

About the role

Rendeavour is building a new BPO division and seeks an experienced Operations Manager to lead the setup and ongoing management of its outsourcing and call‑center operations. The role combines strategic planning, process design, team leadership and compliance oversight to ensure scalable, high‑quality service delivery.

Key responsibilities

• Lead end‑to‑end establishment of BPO operations, including infrastructure, processes and team structures.
• Develop and implement operational policies, SOPs and performance metrics for both BPO and call‑center functions.
• Manage day‑to‑day call‑center activities, including call handling protocols, escalation procedures and quality assurance.
• Ensure compliance with Payment Card Industry (PCI) standards and embed data‑security best practices.
• Oversee budgeting, resource allocation and cost‑optimization initiatives.
• Create scalability frameworks for multi‑site or remote‑team expansion, including resource planning.
• Design and maintain business continuity and disaster‑recovery plans.
• Identify and deploy technology solutions that improve efficiency and support growth.
• Recruit, train and lead a high‑performing operations team, establishing onboarding and continuous‑learning programs.
• Monitor KPIs and SLAs, driving continuous improvement and operational excellence.
• Act as primary client liaison for operations‑related matters and prepare regular operational reports.

Required profile

• Bachelor’s degree in Business Administration, Operations Management or a related field (Master’s preferred).
• Minimum 7 years of BPO experience, with at least 3 years in a leadership role.
• Proven track record of setting up and scaling BPO operations.
• Strong understanding of BPO processes, KPIs and compliance requirements.
• Experience managing call‑center operations and developing SOPs.
• In‑depth knowledge of PCI DSS and secure‑environment best practices.
• Excellent leadership, communication and stakeholder‑management abilities.

Required skills

• Proficiency with operational tools and technologies (specific tools not listed).