Senior Manager - Voice Operations (10-14 yrs)

Senior Manager - Voice Operations

Shift - Mid.

Working Model - Onsite 5 days.

Job Location - Pune

As the Senior Manager for Voice Operations, you will oversee call center performance, focusing on service delivery, process optimization, team leadership, and client relationships. You will drive customer satisfaction, operational efficiency, and continuous improvement while fostering strong connections with internal and external stakeholders.

Key Responsibilities:

- Service Delivery: Ensure efficient resolution of customer inquiries, monitor KPIs like handle time and satisfaction, and collaborate on process improvements.

- People Management: Lead and develop a team, managing staffing, performance reviews, and ongoing coaching to ensure optimal service.

- Process Optimization: Identify and implement efficiencies, utilizing data and best practices like Lean Six Sigma to enhance operations.

- Client Relationship: Manage key client accounts, proactively address feedback, and collaborate to exceed service expectations and drive business growth.

Qualifications:

- Bachelor's degree, MBA preferred.

- 10+ years in call center management with expertise in service delivery, team leadership, and client relations.

- Strong leadership, communication, and analytical skills.

- Experience with process improvement methodologies and data-driven decision-making.