Manager Operations

We are looking for an experienced and result-oriented Manager / Deputy Manager – Operations to lead International Inbound Voice operations. The ideal candidate should have strong people-management skills, excellent communication abilities, and a proven track record of managing large teams while achieving operational targets and delivering a high-quality customer experience.

Key Responsibilities

• Manage end-to-end operations for an International Inbound Voice customer support process.
• Lead and manage a workforce of 60+ employees, including Team Leaders and customer service associates.
• Monitor and improve key performance indicators such as CSAT, SLA, AHT, quality, productivity, shrinkage, and attrition.
• Drive operational excellence through performance monitoring, process improvements, and effective workforce utilization.
• Conduct regular performance reviews, coaching sessions, and business reviews with Team Leaders.
• Handle customer escalations and ensure timely resolution of operational issues.
• Maintain strong client relationships and participate in client calls and business review meetings.
• Develop and implement action plans to improve customer satisfaction, employee engagement, and overall process performance.
• Ensure compliance with organizational policies, process guidelines, and quality standards.

Mandatory Requirements

• Minimum 10 years of overall experience in the BPO / ITES industry.
• Relevant experience in International BPO operations.
• Mandatory experience in an Inbound Voice customer support process.
• Experience managing a minimum of 60+ headcount.
• Prior experience in an Operations Manager, Deputy Manager Operations, or equivalent leadership role.
• Excellent verbal and written English communication skills.
• Strong knowledge of operational metrics, people management, client handling, and performance management.

Process Exclusions

• Candidates with experience exclusively in outbound processes are not eligible.
• Sales and outbound calling experience will not be considered relevant for this requirement.
• Healthcare process experience is not suitable for this role.

Preferred Skills

• Strong leadership, analytical, and decision-making abilities.
• Experience managing multiple Team Leaders and large operational teams.
• Proven ability to achieve business targets and improve operational performance.
• Strong stakeholder management and customer-centric approach.

Interested candidates with relevant International Inbound Voice Operations experience are encouraged to apply.

Pay: ₹1,500,000.00 - ₹2,200,000.00 per year

Work Location: In person

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