Job Summary

The Operations Coordinator supports the effective execution of day-to-day BPO operations by coordinating resources, monitoring performance, and ensuring adherence to client SLAs and internal processes. The role acts as a bridge between frontline teams, workforce management, quality, and leadership to ensure consistent service delivery and operational efficiency.

Key Responsibilities

Operations & Service Delivery Support

• Coordinate daily operational activities to ensure smooth workflow across teams and shifts.
• Monitor queue performance, productivity, attendance, and schedule adherence.
• Support real-time operational decision-making to meet client SLAs and KPIs.

Workforce & Team Coordination

• Work closely with Workforce Management (WFM) on schedules, shift allocations, and coverage planning.
• Track absenteeism, attrition trends, and overtime requirements; escalate risks proactively.
• Support team leads and supervisors with staffing, capacity planning, and workload balancing.

Performance Monitoring & Reporting

• Track key operational metrics such as AHT, SLA, utilization, shrinkage, and productivity.
• Prepare daily, weekly, and monthly operational reports for management and clients.
• Identify performance gaps and support action plans to improve efficiency and quality.

Process & Compliance Management

• Ensure adherence to SOPs, quality standards, data security, and compliance requirements.
• Support audits, client reviews, and internal process assessments.
• Assist in documenting and updating operational procedures as required.

Stakeholder Coordination

• Act as a point of contact between operations, quality, training, HR, IT, and facilities teams.
• Coordinate issue resolution related to systems, tools, staffing, or process gaps.
• Support client communication by providing accurate operational data and updates.

Required Qualifications & Experience

• Bachelor’s degree or diploma in Business Administration, Operations Management, or a related field.
• 2–4 years of experience in a BPO or contact center environment.
• Prior experience in operations coordination, reporting, or workforce support is preferred.

Skills & Competencies

• Strong analytical and reporting skills
• Proficiency in MS Excel, MS Word, and operational dashboards
• Good understanding of BPO metrics and service delivery models
• Strong communication and stakeholder management skills
• Ability to work in a fast-paced, shift-based environment
• Problem-solving and attention to detail

• Coordinate daily operational activities to ensure smooth workflow across teams and shifts.
• Monitor queue performance, productivity, attendance, and schedule adherence.
• Support real-time operational decision-making to meet client SLAs and KPIs.
• Work closely with Workforce Management (WFM) on schedules, shift allocations, and coverage planning.
• Track absenteeism, attrition trends, and overtime requirements; escalate risks proactively.
• Support team leads and supervisors with staffing, capacity planning, and workload balancing.
• Track key operational metrics such as AHT, SLA, utilization, shrinkage, and productivity.
• Prepare daily, weekly, and monthly operational reports for management and clients.
• Identify performance gaps and support action plans to improve efficiency and quality.
• Ensure adherence to SOPs, quality standards, data security, and compliance requirements.
• Support audits, client reviews, and internal process assessments.
• Assist in documenting and updating operational procedures as required.
• Act as a point of contact between operations, quality, training, HR, IT, and facilities teams.
• Coordinate issue resolution related to systems, tools, staffing, or process gaps.
• Support client communication by providing accurate operational data and updates.

• Strong analytical and reporting skills
• Proficiency in MS Excel, MS Word, and operational dashboards
• Good understanding of BPO metrics and service delivery models
• Strong communication and stakeholder management skills
• Ability to work in a fast-paced, shift-based environment
• Problem-solving and attention to detail

• Bachelor’s degree or diploma in Business Administration, Operations Management, or a related field.
• 2–4 years of experience in a BPO or contact center environment.
• Prior experience in operations coordination, reporting, or workforce support is preferred.