Assistant Manager/ Manager - International Voice Process

6 - 10 years

10 - 12 Lacs

Posted:20 hours ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

Job Overview

  • We are seeking a seasoned Manager to lead the end-to-end delivery of our international voice operations. The ideal candidate will have strong operational control, a track record in managing large teams, and experience in stakeholder and client management across global accounts.

Key Responsibilities

  • Lead and manage operations through a team of AMs, TLs, and agents
  • Take ownership of KPIs such as CSAT, SLA adherence, AHT, and FCR Drive process improvement initiatives and cost efficiencies
  • Represent operations in client meetings and business reviews
  • Ensure staffing, training, and quality standards are consistently met
  • Manage budgets, performance reporting, and strategic planning
  • Collaborate with HR, WFM, Training, and Quality teams for smooth delivery

Skills & Attributes

  • Excellent leadership and team-building skills Ability to handle high-pressure client interactions Strong analytical and decision-making capabilities Proficiency in reporting, forecasting, and contact center tools

Experience Required:

  • 6-10 years in BPO operations, with at least 2-3 years in a managerial capacity in international voice support.

Contact Person

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