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 current 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