
Voice Operations Lead
5 days ago
Job Title: Voice Operations Lead
Location: Bengaluru, India
Type: Full-time
Shifts: Rotational Shift including night shifts
Work Mode: On-site
Seniority Level: Mid-Senior
Job Summary
A seasoned leader is required to manage voice-based BPO operations across multiple teams and projects. The ideal candidate will oversee daily delivery, ensure performance metric adherence (AHT, CSAT, FCR, SLA), and drive process improvements while maintaining client satisfaction and compliance.
Key Responsibilities
- Lead voice operations teams to achieve optimal results
- Monitor KPIs and guarantee SLA adherence
- Supervise Team Leads, Trainers, and QAs to foster a high-performing team
- Collaborate with clients to resolve escalations efficiently
- Optimize staffing, cost, and productivity to maximize efficiency
- Develop future leaders and implement continuous improvement initiatives
Required Skills & Qualifications
- 10+ years in BPO, 3+ years in voice process management experience
- Strong knowledge of contact center metrics, workforce management, and reporting tools
- Experience with international processes (US/UK/AUS)
- Proficiency in Excel, PowerPoint, CRM, and dialers
- Knowledge of COPC, Six Sigma, Lean methodologies (desired)
- MBA or relevant postgraduate degree (preferred)
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