Operations Manager

2 weeks ago

Mysore, 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 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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