Operations Manager

Job Title: Operations Manager – Voice Process (BPO)

Location: Bengaluru, India

Type: Full-time

Shifts: Rotational Shift including night shifts

Work Mode: On-site

Seniority Level: Mid-Senior

Job Summary

Our client seeks a seasoned Operations Manager to lead voice-based BPO teams. You’ll oversee daily delivery, manage performance metrics (AHT, CSAT, FCR, SLA), and drive process improvements while ensuring client satisfaction and compliance.

Key Responsibilities

Lead voice operations across multiple teams/projects

Manage KPIs and ensure SLA adherence

Supervise Team Leads, Trainers, and QAs

Collaborate with clients and handle escalations

Optimize staffing, cost, and productivity

Mentor future leaders and drive continuous improvement

Skills & Qualifications

10+ years in BPO, 3+ years in voice process management

Strong in contact center metrics, WFM, and reporting tools

Experience with international processes (US/UK/AUS)

Proficient in Excel, PowerPoint, CRM, and dialers

Knowledge of COPC, Six Sigma, Lean (preferred)

MBA or relevant postgrad degree (desirable)