Senior Manager

Inviting applications for the role of Manager/Senior Manager Customer service, Voice Operations

In this role, The Operations Manager will oversee and manage voice operations in a fast-paced BPO environment. This role demands a dynamic leader who is street-smart, results-driven, and capable of balancing multiple priorities while ensuring exceptional service delivery and operational excellence. The ideal candidate will leverage their expertise in managing high-performing teams, driving customer satisfaction, and meeting business objectives.

Key Responsibilities

Team & Operations Management
Lead and supervise voice and chat operations to ensure efficiency, quality, and adherence to client SLA (Service Level Agreements).
Train, mentor, and develop teams to enhance productivity and performance.
Drive operational best practices, ensuring processes are streamlined and optimized.

Strategic Planning & Execution
Develop and execute strategies for continuous improvement and cost-effectiveness in operations.
Collaborate with stakeholders to align operations with business objectives and client needs.

Client & Stakeholder Management
Build strong client relationships to ensure satisfaction and long-term business partnerships.
Manage escalations effectively, demonstrating sound judgment and problem-solving skills.

Metrics, Reporting, and Analysis
Monitor key performance metrics (KPIs) like average handling time (AHT), first call resolution (FCR), and customer satisfaction scores (CSAT).
Analyse trends, identify challenges, and implement data-driven strategies to improve results.

Resource Allocation & Process Optimization
Manage workforce planning, ensuring adequate staffing levels for peak periods.
Drive innovations to improve service delivery and enhance the customer experience.

Key Qualifications/Skills
Street-Smart Leadership Ability to think on your feet, solve real-world problems quickly, and adapt to dynamic challenges.
BPO Expertise Proven experience in leading voice and chat operations in a BPO setup.
Results-Oriented Demonstrated ability to meet or exceed operational KPIs and improve efficiency.
Client Relationship Management Strong communication and interpersonal skills to build trust and rapport with clients.
Process Improvement Experience in identifying inefficiencies and implementing creative, scalable solutions.
Team Management Skilled in motivating, mentoring, and leading diverse teams to achieve high levels of performance.
Technical Acumen Familiarity with BPO tools like CRM platforms, workforce management software, and analytics tools.

Qualification
Minimum Qualifications
Any graduate
Relevant experience im managing teams in a contact centre, BPO, or vendor management environment.
Fluency in English (verbal and written).
Strong knowledge of solution design processes, operating models, and contact centre technology.
Must have worked & should be comfortable with
247 work environment
100% work from office
Night shifts

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