- 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)
