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.