
Senior Voice Operations Manager
2 days ago
We are seeking a seasoned Operations Manager to lead our voice-based BPO teams.
This role oversees daily delivery and performance metrics, driving continuous improvement and growth.
Main Responsibilities:
- Lead voice operations across multiple teams/projects
- Manage key performance indicators (KPIs) and ensure service level agreement (SLA) adherence
- Supervise Team Leads, Trainers, and Quality Assurance specialists
- Collaborate with clients and handle escalations effectively
- Optimize staffing, cost, and productivity to achieve business objectives
- Mentor future leaders and drive process improvements
Requirements:
- At least 10 years of experience in BPO, with 3+ years in voice process management
- Strong expertise in contact center metrics, workforce management (WFM), and reporting tools
- Familiarity with international processes (US/UK/AUS)
- Proficient in Microsoft Office, CRM, and dialers
- Knowledge of Certified Outsourcing Professional (COPC), Six Sigma, and Lean principles (preferred)
- An MBA or relevant postgraduate degree is desirable
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