Operations Manager

24 hours ago

Mangalore Karnataka, India Team Management Services Full time

Position Title Operations Manager - Voice Process BPO - Experience 10 years in BPO operations with minimum 3 years in a managerial role handling voice processes - Education MBA or equivalent degree in Operations or Business Management preferred - Location Mysore Mangalore Job Brief We are looking for an experienced and results-driven Operations Manager to lead and manage voice-based BPO operations The role involves overseeing process delivery driving performance metrics managing teams ensuring compliance and collaborating with clients to achieve operational excellence Roles Responsibilities - Oversee end-to-end delivery of voice process operations across multiple teams or projects - Drive performance against operational KPIs such as AHT FCR CSAT Quality and SLA adherence - Manage Team Leaders Trainers and Quality Analysts to ensure consistent performance and service levels - Identify and implement process improvements for better productivity and customer experience - Collaborate with clients for expectation management handle escalations and present performance reports - Ensure compliance with internal policies client requirements and data security standards - Manage staffing roster planning and control shrinkage to optimize resource utilization - Monitor and control operational costs reporting variances and driving efficiencies - Mentor and develop high-potential team members for future leadership roles Skills Required - 10 years of BPO operations experience including 3 years in a managerial role - Strong understanding of contact center metrics reporting tools and workforce management - Proven experience in managing large-scale voice operations and cross-functional teams - Excellent communication client-facing and stakeholder management skills - Proficiency in MS Excel PowerPoint and analytics tools - Experience managing international voice processes US UK AUS - Knowledge of quality frameworks like COPC Six Sigma Lean preferred - Hands-on experience with CRM systems dialers and workforce optimization tools Perks Benefits - Competitive salary and performance-based incentives - Opportunity to work with a global BPO leader - Professional growth and leadership development programs ref updazz com

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