Assistant Manager/ Manager - International Voice Process
HyderabadFull Time
CLIENTHANDLING
OPERATIONS MANAGEMENT
PERFORMANCE IMPROVEMENT
SLA DELIVERY
Job description
Job Title
Assistant
Manager/ Manager - International Voice Process
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
Skills Required
Assistant Manager/ Manager - International Voice Process
ITES/BPO/KPO
Graduation
Full Time, Permanent
Key Skills
- CLIENTHANDLING
- OPERATIONS MANAGEMENT
- PERFORMANCE IMPROVEMENT
- SLA DELIVERY
Other Information
GO/JC/1341/2025
Brindha Kamaraj
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