Assistant Manager Voice Process

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/Managerial role.
- Experience managing international voice processes is preferred.
- Strong knowledge of contact-center KPIs and operational metrics.
- Excellent verbal and written communication skills.
- Solid analytical, problem-solving and stakeholder-management skills.
- Good knowledge of MS Excel, PowerPoint and reporting/MIS tools.
- Strong leadership, coaching and people-management abilities.
- Comfortable working in rotational shifts, including night shifts.
- Willingness to work 100% from the Bangalore office.

Key Competencies
- People Management
- Operations Management
- Customer Escalation Management
- Performance Management
- Client/Stakeholder Management
- Quality & Compliance
- Workforce/Capacity Awareness
- Data Analysis & Reporting
- Process Improvement
- Communication & Leadership

KPIs The Assistant Manager will be responsible for driving: SLA | AHT | CSAT | FCR | Quality | Productivity | Attendance | Adherence | Attrition | Shrinkage | Escalation Resolution

What We Offer

- Competitive compensation based on experience and current market standards.
- Performance-linked incentives, where applicable.
- Growth opportunities opportunities within BPO operations.
- Exposure to international clients and processes.
- Professional and performance-driven work environment.

📌 Assistant Operations Manager (Bengaluru)
🏢 WNS Holdings
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