Job Title: Operations Manager Voice Process (TTS Calling/Troubleshooting)

Location: Pune
Experience: 5-7 Years
Qualification: Graduate/Postgraduate

Role Overview:

We are looking for an experienced Operation Manager to lead Voice Operations (Calling & Troubleshooting). The role involves managing multiple teams, ensuring performance metrics, and driving operational excellence in a fast-paced BPO environment.

Key Responsibilities:

- Ensure all critical performance metrics (KPIs) are consistently achieved
- Manage and lead multiple teams, including Team Leaders and Floor Support
- Conduct client/vendor reviews, calibrations, and performance discussions
- Prepare and present client/vendor decks and reports
- Handle client/vendor queries effectively and promptly
- Drive process improvements and implement innovative ideas
- Conduct audits and quality checks across teams
- Provide regular feedback and coaching to Team Leaders




- Manage bottom quartile performance and improve team productivity
- Identify and address training needs for team members
- Ensure cross-skilling and process adherence
- Drive employee engagement, retention, and career development
- Conduct regular team meetings, huddles, and performance reviews
- Ensure compliance with organizational policies and information security standards

Key Skills & Competencies:

- Solid People Management & Leadership Skills
- Excellent Communication & Stakeholder Management
- Analytical Thinking & Problem Solving
- Customer Orientation & Quality Focus
- Teamwork & Collaboration
- Basic Excel proficiency

Eligibility Criteria:

- Experience: 5- 7 years in BPO/Voice Operations (minimum 5 years relevant experience)
- Qualification: Graduate/Postgraduate

HR SHILPA

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📌 Operations Manager (Pune)
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