Operations Manager

Job Description

Job Title: Assistant Manager/Manager Job Description: We are looking for a dynamic and experienced Manager to lead a US calling process. The role involves end-to-end team management , client coordination , and operational oversight . The ideal candidate should have prior experience in US shifts, excellent communication skills, and the ability to drive performance and ensure client satisfaction. Shift : Night Client Handling : Act as primary contact for client communication. Ensure SLA, TAT, and quality targets are met. Share performance reports and updates regularly. Team Management : Supervise and guide the calling team during US shift. Monitor performance, ensure productivity, and drive improvements. Conduct team huddles, feedback sessions, and manage roster. Operations Oversight : Ensure smooth process execution and issue resolution. Maintain process documentation and SOP adherence. Quality & Compliance : Ensure call quality and compliance with client/company policies. Coordinate with QA for audits and corrective actions. Reporting & Analytics : Track daily metrics and share dashboards with key stakeholders. Use insights to improve performance and efficiency. If you have experience in managing US Voice/blended support process and can join on early basis, please drop your CV naresh.arya@rsystems.com