
Chief Voice Process Officer
3 days ago
Location: Bengaluru, India
Type: Full-time
Shifts: Rotational Shift including night shifts
Work Mode: On-site
Seniority Level: Mid-Senior
We are seeking a seasoned Operations Manager to lead voice-based BPO teams.
Key Responsibilities:
- Lead voice operations across multiple teams/projects
- Manage performance metrics and ensure Service Level Agreement (SLA) adherence
- Supervise Team Leads, Trainers, and Quality Assurance Specialists
- Collaborate with clients and handle escalations
- Optimize staffing, cost, and productivity
- Mentor future leaders and drive continuous improvement
Requirements:
- 10+ years in Business Process Outsourcing (BPO), 3+ years in voice process management
- Strong knowledge of contact center metrics, Workforce Management, and reporting tools
- Experience with international processes
- Proficient in Excel, PowerPoint, Customer Relationship Management (CRM), and dialers
- Knowledge of Certified Outsourcing Professional (COPC), Six Sigma, and Lean (desired)
- MBA or relevant postgraduate degree (preferred)
About This Role:
This is an excellent opportunity for experienced professionals to take on a leadership position and drive business growth.
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