Assistant Manager/ Manager
6 days ago
Job Overview
- We are seeking a seasoned Manager to lead the end-to-end delivery of our international voice operations. The ideal candidate will have strong operational control, a track record in managing large teams, and experience in stakeholder and client management across global accounts.
Key Responsibilities
- Lead and manage operations through a team of AMs, TLs, and agents
- Take ownership of KPIs such as CSAT, SLA adherence, AHT, and FCR Drive process improvement initiatives and cost efficiencies
- Represent operations in client meetings and business reviews
- Ensure staffing, training, and quality standards are consistently met
- Manage budgets, performance reporting, and strategic planning
- Collaborate with HR, WFM, Training, and Quality teams for smooth delivery
Skills & Attributes
- Excellent leadership and team-building skills Ability to handle high-pressure client interactions Strong analytical and decision-making capabilities Proficiency in reporting, forecasting, and contact center tools
Experience Required:
- 6-10 years in BPO operations, with at least 2-3 years in a managerial capacity in international voice support.
Contact Person - Brindha Kamaraj
Email id-
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