? Hiring | Deputy Manager / Manager / Sr. Manager – Contact Centre Operations

We are looking for experienced professionals from BPO / Contact Centre Operations with expertise in managing International Voice Processes.

? Location: Ambattur / Sholinganallur, Chennai
? Shift: UK Shift (Afternoon)
? Work Mode: Work from Office
? ? Experience: 10 – 20 Years
⚡ Preferred Joining: Immediate to 30 Days
Key Responsibilities
Operations Management
• Manage daily operational performance across assigned teams and Lines of Business.
• Ensure achievement of SLAs, KPIs, quality, productivity, customer experience, and compliance metrics.
• Monitor performance trends and implement corrective action plans.
• Collaborate with WFM, Quality, Training, and support teams to ensure delivery excellence.

Banking Process Management
• Lead teams handling banking customer interactions and operations.
• Ensure adherence to process, compliance, and quality requirements.
• Drive coaching, knowledge reinforcement, and process improvement initiatives.




• Identify operational risks and partner with stakeholders for resolution.

Performance & Quality Management
• Conduct regular performance reviews with Team Leaders and operational teams.
• Track service, quality, productivity, adherence, and customer experience metrics.
• Drive root cause analysis and continuous improvement initiatives.
• Prepare operational reports and support governance reviews.

People Leadership
• Lead, coach, and develop Team Leaders, Assistant Managers, and frontline teams.
• Drive employee engagement, retention, performance management, and succession planning.
• Foster a cooperative, customer-centric, and compliant work culture.

Stakeholder & Escalation Management
• Participate in client governance calls and business reviews.
• Manage escalations with ownership and timely resolution.
• Collaborate with cross-functional teams to improve operational outcomes.

Ideal Candidate Profile
✅ Experience in BPO / Contact Centre Opera

📌 Deputy Manager/Manager/Sr. Manager Contact Centre Operations (Chennai)
🏢 HCL Technologies
📍 Chennai