Operations Manager - Voice Process - BPO (10-12 Yrs) Karnataka/Mangalore (After-Sales/Customer Service)

- Position Title: Operations Manager - Voice Process (BPO) - Experience: 10 years in BPO operations (with minimum 3 years in a managerial role handling voice processes) - Education: MBA or equivalent degree in Operations or Business Management (preferred) - Location: Mysore/Mangalore Job Brief: We are looking for an experienced and results-driven Operations Manager to lead and manage voice-based BPO operations. The role involves overseeing process delivery, driving performance metrics, managing teams, ensuring compliance, and collaborating with clients to achieve operational excellence. Roles & Responsibilities: - Oversee end-to-end delivery of voice process operations across multiple teams or projects.
-Drive performance against operational KPIs such as AHT, FCR, CSAT, Quality, and SLA adherence.
-Manage Team Leaders, Trainers, and Quality Analysts to ensure consistent performance and service levels.
-Identify and implement process improvements for better productivity and customer experience.
-Collaborate with clients for expectation management, handle escalations, and present performance reports.
-Ensure compliance with internal policies, client requirements, and data security standards.
-Manage staffing, roster planning, and control shrinkage to optimize resource utilization.
-Monitor and control operational costs, reporting variances and driving efficiencies.
-Mentor and develop high-potential team members for future leadership roles. Skills Required: - 10 years of BPO operations experience, including 3 years in a managerial role.
-Strong understanding of contact center metrics, reporting tools, and workforce management.
-Proven experience in managing large-scale voice operations and cross-functional teams.
-Excellent communication, client-facing, and stakeholder management skills.
-Proficiency in MS Excel, PowerPoint, and analytics tools.
-Experience managing international voice processes (US/UK/AUS).
-Knowledge of quality frameworks like COPC, Six Sigma, Lean (preferred).
-Hands-on experience with CRM systems, dialers, and workforce optimization tools. Perks & Benefits: - Competitive salary and performance-based incentives.
-Opportunity to work with a global BPO leader.
-Professional growth and leadership development programs. (ref:updazz.com)

Payroll Type : Permanent