
Voice Process Operations Director
2 days ago
Job Summary:
We are seeking a seasoned Operations Manager to lead voice-based BPO teams.
This role involves overseeing daily delivery, managing performance metrics (AHT, CSAT, FCR, SLA), and driving process improvements while ensuring client satisfaction and compliance.
The ideal candidate will have experience in BPO, 10+ years in management, and strong skills in contact center metrics, WFM, and reporting tools.
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
Required Skills & Qualifications:
- 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)
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