
Senior Voice Operations Director
2 weeks ago
This is a senior management role that oversees daily delivery, manages performance metrics (AHT, CSAT, FCR, SLA), and drives process improvements while ensuring client satisfaction and compliance.
- Oversee 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
- 10+ years in BPO, 3+ years in voice process management
- Strong in contact center metrics, WFM, and reporting tools
- Experience with international processes
- Proficient in Excel, PowerPoint, CRM, and dialers
- Knowledge of COPC, Six Sigma, Lean (preferred)
- MBA or relevant postgrad degree (desirable)
This is an opportunity to work in a dynamic industry with opportunities for growth and development.
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