? 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 Operations handling International Voice Processes

✅ Strong people management and stakeholder management skills

✅ Exposure to banking operations/customer service environments preferred

✅ Proven track record of driving operational and performance excellence

? Interested candidates can share their profiles with me on [email protected]

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