Assistant Manager/ Manager - International Voice Process

As an Assistant Manager/Manager for the International Voice Process, you will be responsible for leading the end-to-end delivery of international voice operations. Your role will involve managing a large team, ensuring operational control, and handling stakeholder and client management for global accounts. Key Responsibilities: - Lead and manage operations through a team of Assistant Managers, Team Leaders, and agents - Take ownership of key performance indicators such as Customer Satisfaction (CSAT), Service Level Agreement (SLA) adherence, Average Handling Time (AHT), and First Call Resolution (FCR) - Drive process improvement initiatives and cost efficiencies - Represent operations in client meetings and business reviews - Ensure consistent staffing, training, and quality standards are met - Manage budgets, performance reporting, and strategic planning - Collaborate with HR, Workforce Management (WFM), Training, and Quality teams for smooth delivery Qualifications Required: - Graduation in any field - 6-10 years of experience in BPO operations, with at least 2-3 years in a managerial role in international voice support Additional Company Details: The industry type for this role is ITES/BPO/KPO with full-time, permanent employment. The key skills required include client handling, operations management, performance improvement, and SLA delivery. As an Assistant Manager/Manager - International Voice Process, you should possess excellent leadership and team-building skills, the ability to handle high-pressure client interactions, strong analytical and decision-making capabilities, and proficiency in reporting, forecasting, and contact center tools. Recruiter Name: Brindha Kamaraj Job Code: GO/JC/1341/2025,