Senior Manager - Voice Operations

As the Senior Manager for Voice Operations in Pune, you will be responsible for overseeing call center performance with a focus on service delivery, process optimization, team leadership, and client relationships. Your primary goals will include driving customer satisfaction, operational efficiency, and continuous improvement while building strong connections with internal and external stakeholders. Key Responsibilities: - Service Delivery: Ensure efficient resolution of customer inquiries, monitor KPIs such as handle time and satisfaction, and collaborate on process improvements. - People Management: Lead and develop a team, manage staffing, conduct performance reviews, and provide ongoing coaching to ensure optimal service delivery. - Process Optimization: Identify and implement efficiencies, leveraging 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. Requirements: - Bachelor's degree, MBA preferred. - Minimum of 10 years of experience 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. Please note that this job requires a Shift - Mid working model on-site for 5 days a week.,