:

- Lead and manage Domestic Call Center / Voice Process.

- Oversee daily floor operations, manage team leaders, and ensure delivery of high-quality service to the clients.

- Meet key call center metrics, driving agent performance, and ensuring a seamless customer experience for the customer base.

- Drive the center to meet or exceed core SLAs, including Average Handling Time (AHT), Customer Satisfaction (CSAT), and Quality Scores.

- Monitor real-time floor metrics including agent logins, aux time, and schedule adherence.

- Identify bottlenecks in call flows and implement strategies to enhance team productivity.

- Serve as the ultimate point of contact for critical customer escalations and resolve complex service issues.

- Manage, mentor, and guide Team Leaders (TLs) and Quality Analysts (QAs) to maintain smooth daily operations.

- Manage roster schedules, team shrinkage, and log-in hours to guarantee optimum floor coverage.

- Actively track, mitigate, and control agent attrition through motivation and clear career progression coaching.

- Maintain, track,



and generate precise operational reports using MS Excel or specialized CRM dashboards.

- Analyze daily, weekly, and monthly call trends to present risk assessments and operational updates to senior management.

- Deep hands-on operational expertise handling Cloud Telephony or CTI solutions

- Prior experience in handling different CRM and helpdesk platforms

Eligibility :

- Graduate degree in any stream

- Fluency in Native or qualified-level fluency in Hindi is mandatory.

- Excellent communication in English & Tamil

- 8 + years of overall BPO experience,with at least 5+ years operating as an Operations Manager / Asst.

Operations

Manager.

- High proficiency in intermediate MS Excel (VLOOKUP, Pivot Tables), dialer management systems, and CRMs.

- Flexibility to work in rotational shifts .

- Strong capability to manage a large, culturally diverse team.

- Passion for high-quality customer delivery and data-driven problem-solving.

- Immediate Joiners only

📌 Walk-in || Hiring For Operations Manager - Domestic Voice Process!!! (Chennai)
🏢 InfoSearch BPO Services
📍 Chennai