Operations Manager

1 day ago

India Career Guideline Full time

Key Responsibilities:

  • Manage day-to-day operations of the voice process (inbound/outbound/tele-sales/customer support).
  • Lead a team of supervisors, team leaders, and agents to meet performance KPIs & SLAs.
  • Monitor call quality, customer satisfaction, and agent productivity.
  • Implement strategies to enhance first-call resolution (FCR) and reduce average handling time (AHT).
  • Drive training and development initiatives to improve communication and service delivery.
  • Handle escalations and ensure timely resolution of customer concerns.
  • Work closely with clients/stakeholders to ensure alignment on process requirements.
  • Prepare MIS reports and share performance insights with management.
  • Implement process improvements to enhance efficiency and customer experience.
  • Ensure compliance with company policies, quality standards, and data security protocols.

Requirements:

  • Graduate/Postgraduate in any discipline.
  • 4–8 years of experience in BPO/call center, with at least 2 years in a managerial/supervisory role.
  • Strong expertise in voice process management (domestic/international).
  • Excellent communication, coaching, and people management skills.
  • Hands-on experience with call center technologies, dialers, and reporting tools.
  • Ability to manage performance metrics like AHT, CSAT, FCR, and attrition.
  • Willingness to work in rotational shifts (including night shifts, if required).

What We Offer:

  • Attractive salary package + performance-based incentives.
  • Fast-paced career growth opportunities.
  • Training & development programs for professional enhancement.
  • Exposure to global/domestic client processes.

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