:
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 exact 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 .
Robust 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 (India)
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📍 India