
Voice Process Leadership Role
4 days ago
Job Overview
We are seeking an experienced Operations Manager to lead our voice-based Business Process Outsourcing (BPO) teams.
Our ideal candidate will oversee daily delivery, manage performance metrics, and drive process improvements while ensuring client satisfaction and compliance.Key Responsibilities
- Manage multiple teams/projects and ensure seamless operations
- Monitor Key Performance Indicators (KPIs) and adhere to Service Level Agreements (SLAs)
- Supervise Team Leads, Trainers, and Quality Assurance (QA) professionals
- Collaborate with clients and handle escalations effectively
- Optimize staffing, cost, and productivity levels
- Mentor future leaders and promote continuous improvement
Requirements
- 10+ years of experience in BPO, 3+ years in voice process management
- Strong understanding of contact center metrics, Workforce Management (WFM), and reporting tools
- Experience with international processes and protocols
- Proficient in Microsoft Office applications, particularly Excel and PowerPoint
- Knowledge of industry standards and best practices (COPC, Six Sigma, Lean)
- Possession of a Master's degree or relevant postgraduate qualification (desired)
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