
Voice Process Operations Executive
1 week ago
Job Title: Operations Manager – Voice Process (BPO)
Overview
We are seeking an experienced Operations Manager to lead voice-based BPO teams and drive process improvements while ensuring client satisfaction and compliance.
Key Responsibilities:
- Lead voice operations across multiple teams/projects, overseeing daily delivery and managing performance metrics.
- Manage KPIs and ensure Service Level Agreement (SLA) adherence.
- Supervise Team Leads, Trainers, and Quality Assurance specialists.
- Collaborate with clients and handle escalations efficiently.
- Optimize staffing, cost, and productivity to achieve business objectives.
- Mentor future leaders and drive continuous improvement initiatives.
Requirements:
- 10+ years of experience in Business Process Outsourcing (BPO), with 3+ years in voice process management.
- Strong expertise in contact center metrics, Workforce Management (WFM), and reporting tools.
- Experience with international processes, including US, UK, and AUS markets.
- Proficiency in Microsoft Excel, PowerPoint, CRM, and dialers.
- Knowledge of industry-standard methodologies like COPC, Six Sigma, and Lean (desired).
- MBA or relevant postgraduate degree (desired).
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