Manager and Senior manager For International BPO @ Sagility Hyderabad

in international contact Centre (Inbound Voice)

Open in Voice process:

• Assistant manager Operations
• Managers Operations
• Senior Manager Operations

About the Process:

Manager Operations | Inbound US Voice Process

Responsibilities:

• Lead and manage multiple teams handling inbound calls for US healthcare clients.
• Drive operational performance by monitoring key metrics such as CSAT, AHT, FCR, and Quality scores.
• Implement process improvements to enhance efficiency and customer satisfaction.
• Coordinate with Quality, Training, and Workforce teams to ensure delivery excellence.
• Conduct regular performance reviews, provide feedback, and implement development plans.
• Manage staffing, scheduling, and adherence to SLAs.
• Handle client interactions, performance governance, and business reviews.
• Ensure compliance with company policies, data security, and client requirements.
  

Requirements:

• Minimum 7

  + years of experience

  in International Contact Center Operations (US process preferred).
• Proven experience in

  team and process management

  in an inbound voice environment.
• Strong analytical, leadership, and people management skills.
• Excellent verbal and written communication skills.
• Experience in managing

  healthcare or US voice processes

  will be an added advantage.

Senior Manager Operations | Inbound US Voice Process

Responsibilities:

• Oversee end-to-end operations for large-scale US inbound voice processes.
• Define strategic goals, drive process excellence, and ensure consistent delivery of KPIs.
• Lead multiple managers and cross-functional teams to meet client and business expectations.
• Partner with stakeholders for continuous improvement and business growth initiatives.
• Drive productivity, quality, and efficiency through robust governance mechanisms.
• Conduct business reviews with clients and senior leadership.
• Lead transformation and automation initiatives to optimize operations.
  

Requirements:

• Minimum 7

  + years of experience

  in International BPO Operations (US , UK or Australian Voice mandatory).
• Strong exposure to

  client management, performance governance, and strategic planning.

• Proven ability to lead large teams and manage multi-process operations.
• Excellent communication, stakeholder management, and problem-solving skills.
• Experience in

  US healthcare inbound processes

  is highly desirable.

Open Positions & Key Responsibilities

Eligibility Criteria:

• Any Graduate
• Excellent

  English communication skills

  (both verbal and written).
• Prior experience in

  Inbound US /UK /Australian Voice Process

  is

  mandatory

  .
• Immediate joiners preferred.

Walk in & meet our recruitment team: Srikanth : 8309217838

Or share your cv to : sunkari.srikanth@sagility.com