Glossary

The most comprehensive list of business process outsourcing related terms and definition.

Operations Manager

Definition

An operations manager (OM) is responsible for the production floor of a company and oversee the production of goods and services. In the BPO industry, most operations manager would have started out as an agent and have worked their way up to being a team leader and then eventually becoming an operations manager.

As part of their oversight over operations, operations managers are expected to stay abreast on developments on local rules and regulations regarding safety, environmental compliance, and labor issues. More fundamentally, however, operations managers are expeted to have great people skills. Not only do they have to maintain awareness over the company’s staffing needs, they may also be called to help out with human resources, from hiring, training, to performance appraisals.

A typical operations manager in a BPO company handles team leaders (who in turn handles about 10-15 agents) and would earn around $1,200 per month.

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