Operations manager

4 weeks ago


Mysore, Karnataka, India People Connexions Full time

???? Job Title: Operations Manager – Voice Process (BPO) Location: Bengaluru, India Type: Full-time Shifts: Rotational Shift including night shifts Work Mode: On-site Seniority Level: Mid-Senior???? Job SummaryOur client seeks a seasoned Operations Manager to lead voice-based BPO teams. You'll oversee daily delivery, manage performance metrics (AHT, CSAT, FCR, SLA), and drive process improvements while ensuring client satisfaction and compliance.???? Key ResponsibilitiesLead voice operations across multiple teams/projectsManage KPIs and ensure SLA adherenceSupervise Team Leads, Trainers, and QAsCollaborate with clients and handle escalationsOptimize staffing, cost, and productivityMentor future leaders and drive continuous improvement???? Skills & Qualifications10+ years in BPO, 3+ years in voice process managementStrong in contact center metrics, WFM, and reporting toolsExperience with international processes (US/UK/AUS)Proficient in Excel, Power Point, CRM, and dialersKnowledge of COPC, Six Sigma, Lean (preferred)MBA or relevant postgrad degree (desirable)



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