BPO OPERATIONS MANAGEMENT

A primer on managing BPO staff

-Santosh Singh

FIRST THINGS FIRST

Set the tone

Get the commitment

SETTING THE TONEA few ground realities you have to live with•You have to WORK HARD•LEARN continuously•There will be COMPETITION•NIGHT shift•OVERTIME can’t be avoided•Sacrifice a few LEAVE/HOLIDAYS•MANAGER is not your friend•GROWTH is slow•No one can MOTIVATE you

COMMITMENT FROM ALL

•Team must understand and commit to co-operate

•Commitment must be honored•Applies to managers too

THE MANAGER’S ROLEConnect

Have Fun

CONNECT- Communicate business performance- Review individual performance monthly- Encourage ideas/suggestions for

improvement- Listen and empathize- Coach, Mentor, Delegate- Focus on strengths rather than

weaknesses- Recognize contribution- Have a cup of coffee over…nothing

FUN

•Create a conducive and energetic environment

•Celebrate birthdays, anniversaries & holidays

•Play hard

Thanx!