Location: Bangalore, Karnataka
Work Mode: Work From Office (WFO)
Industry: BPO / BPM / Customer Experience
Shift: Rotational Shifts, including night shifts
Employment Type: Full time
Job Summary
We are looking for an experienced and result-oriented Assistant Manager – Voice Process to manage day-to-day operations of an international/domestic voice process. The role involves leading Team Leaders and customer service associates, ensuring achievement of operational KPIs, managing escalations, maintaining quality standards, and driving customer satisfaction.
Key Responsibilities
- Manage day-to-day operations for a voice-based BPO process.
- Lead and mentor Team Leaders and frontline customer service teams.
- Monitor key performance metrics such as AHT, SLA, CSAT, FCR, Quality, Productivity, Attendance and Adherence.
- Drive achievement of process targets and business objectives.
- Handle customer and process escalations and ensure timely resolution.
- Conduct regular performance reviews, coaching and feedback sessions.
- Identify performance gaps and implement corrective action plans.
- Work closely with Quality, Training, WFM and HR teams to improve operational performance.
- Monitor shrinkage, absenteeism, attrition and employee engagement.
- Prepare and present daily/weekly/monthly MIS and performance dashboards.
- Participate in client calls, governance meetings and business reviews.
- Ensure compliance with company policies, client requirements and process SOPs.
- Identify process improvement opportunities and implement initiatives to improve productivity and customer experience.
- Support new process transitions, ramp-ups and operational changes.
- Ensure effective floor management during peak volumes and business-critical situations.
Candidate Profile
- Graduate in any discipline.
- 6–10 years of experience in BPO/Contact Center operations, preferably in a voice process.
- Minimum 2–3 years of experience in a Team Leader/Mana