
Voice Process Manager Lead
24 hours ago
Job Title: Process Excellence Lead – Voice Process
Location: Bengaluru, India
Employment Type: Full-time
Shifts: Rotational Shift including night shifts
Work Mode: On-site
Seniority Level: Mid-Senior
Job Summary
Our organization seeks a seasoned leader to spearhead process excellence initiatives. You will 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
Requirements & 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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