Sr. Operation Manager (BPO- Voice international)

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Job Summary:

Operations Sr. Manager

Key Responsibilities:

·        Oversee the end-to-end delivery of voice process operations across multiple teams or projects.

·        Drive performance against key operational metrics: AHT, FCR, CSAT, Quality, and SLA adherence.

·        Manage Team Leaders, Trainers, and Quality Analysts to maintain consistent performance and service levels.

·        Identify and implement process improvements to enhance productivity and customer experience.

·        Collaborate with clients to understand expectations, handle escalations, and present performance reviews.

·        Ensure compliance with all internal policies, client requirements, and data security standards.

·        Manage staffing, roster planning, and shrinkage to optimize capacity utilization.

·        Monitor and control operational costs, reporting variance and driving cost efficiencies.

·        Mentor and develop high-potential team members for future leadership roles.

Skills Needed:

·        15+ years of experience in BPO operations, with at least 5 to 7 years in a managerial capacity handling voice process.

·        Strong understanding of contact centre metrics, reporting tools, and workforce management.

·        Proven ability to manage cross-functional teams and large-scale voice operations.

·        Excellent communication, stakeholder management, and client-facing skills.

·        Proficiency in Excel, PowerPoint, and reporting/analytics tools.

·        Experience in managing international voice processes (US/UK/AUS).

·        Knowledge of quality frameworks (COPC, Six Sigma, Lean – preferred).

·        Hands-on experience with CRM systems, diallers, and workforce optimization tools.

·        MBA or relevant post-graduate degree in operations or business management (desirable).