Assistant Manager Operations - International Voice Process | Walk-in Drive Gurgaon
Experience-7-12 Years
CTC:
- Up to ₹9 LPA
Location-Bangalore / Hyderabad
Responsibilities
- Manage Team Leaders and operations teams
- Drive SLA, KPI and productivity targets
- Monitor CSAT, Quality and Operational Metrics
- Conduct performance reviews and coaching sessions
- Handle client escalations and stakeholder management
- Drive process improvements and efficiency initiatives
- Ensure compliance with organizational policies
Required Skills:
- International Voice Process
- Operations Management
- Team Management
- People Management
- Stakeholder Management
- SLA Management
- KPI Management
- CSAT
- Client Management
- Performance Management
Mandatory Requirements
- Minimum 7 years of International BPO experience
- Team management experience mandatory
- Excellent communication skills
- Comfortable working in US shifts
- Work From Office
Pay: ₹600,000.00 - ₹900,000.00 per year
Advantages:
- Commuter assistance
- Paid sick time
- Provident Fund
Application Question(s):
- How many years of experience do you have in International Voice Process Operations?
- What is your current designation and reporting structure?
- How many Team Leaders and agents do you currently manage?
- Which KPIs are you responsible for? (CSAT, AHT, SLA, Quality, Productivity, Shrinkage, Attrition, etc.)
- Describe a process improvement initiative you implemented and its business impact.
- Do you have experience handling client calls, business reviews, or stakeholder management?
- Have you managed performance improvement plans (PIPs) for Team Leaders or agents?
- What is the largest team size you have managed?
- Are you comfortable working in US shifts and Work From Office?
- Are you willing to relocate and be deployed to Bangalore or Hyderabad based on business requirements?