Operations Manager

Key Responsibilities:

• Manage day-to-day operations of the voice process (inbound/outbound/tele-sales/customer support).
• Lead a team of supervisors, team leaders, and agents to meet performance KPIs & SLAs.
• Monitor call quality, customer satisfaction, and agent productivity.
• Implement strategies to enhance first-call resolution (FCR) and reduce average handling time (AHT).
• Drive training and development initiatives to improve communication and service delivery.
• Handle escalations and ensure timely resolution of customer concerns.
• Work closely with clients/stakeholders to ensure alignment on process requirements.
• Prepare MIS reports and share performance insights with management.
• Implement process improvements to enhance efficiency and customer experience.
• Ensure compliance with company policies, quality standards, and data security protocols.

Requirements:

• Graduate/Postgraduate in any discipline.
• 4–8 years of experience in BPO/call center, with at least 2 years in a managerial/supervisory role.
• Strong expertise in voice process management (domestic/international).
• Excellent communication, coaching, and people management skills.
• Hands-on experience with call center technologies, dialers, and reporting tools.
• Ability to manage performance metrics like AHT, CSAT, FCR, and attrition.
• Willingness to work in rotational shifts (including night shifts, if required).

What We Offer:

• Attractive salary package + performance-based incentives.
• Fast-paced career growth opportunities.
• Training & development programs for professional enhancement.
• Exposure to global/domestic client processes.