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Facilities and Operations Officer

2 weeks ago

Mysore, India People Connexions Full time
Job Title: Operations Manager – Voice Process (BPO) Location: Type: Full-time
Shifts: Rotational Shift including night shifts
Our client seeks a seasoned Operations Manager to lead voice-based BPO teams. You’ll oversee daily delivery, manage performance metrics (AHT, CSAT, FCR, SLA), and drive process improvements while ensuring client satisfaction and compliance.
#Lead voice operations across multiple teams/projects
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
~ MBA or relevant postgrad degree (desirable)