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Voice Process Manager Position
2 weeks ago
Job Title: Process Optimization Leader
Location: Bengaluru, India
Type: Full-time
Shifts: Rotational Shift including night shifts
Work Mode: On-site
Seniority Level: Mid-Senior
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:
- 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)
We offer a challenging work environment where you will have the opportunity to develop your leadership skills and contribute to the success of our organization.