
Operations Manager
4 weeks ago
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 Summary
Our 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 Responsibilities
- Lead voice operations across multiple teams/projects
- Manage KPIs and ensure SLA adherence
- Supervise Team Leads, Trainers, and QAs
- Collaborate with clients and handle escalations
- Optimize staffing, cost, and productivity
- Mentor future leaders and drive continuous improvement
Skills & Qualifications
- 10+ years in BPO, 3+ years in voice process management
- Strong in contact center metrics, WFM, and reporting tools
- Experience with international processes (US/UK/AUS)
- Proficient in Excel, PowerPoint, CRM, and dialers
- Knowledge of COPC, Six Sigma, Lean (preferred)
- MBA or relevant postgrad degree (desirable)
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