We are looking for an experienced and result-oriented Manager / Deputy Manager – Operations to lead International Inbound Voice operations. The ideal candidate should have strong people-management skills, excellent communication abilities, and a proven track record of managing large teams while achieving operational targets and delivering a high-quality customer experience.

Key Responsibilities

- Manage end-to-end operations for an International Inbound Voice customer support process.
- Lead and manage a workforce of 60+ employees, including Team Leaders and customer service associates.
- Monitor and improve key performance indicators such as CSAT, SLA, AHT, quality, productivity, shrinkage, and attrition.
- Drive operational excellence through performance monitoring, process improvements, and effective workforce utilization.
- Conduct regular performance reviews, coaching sessions, and business reviews with Team Leaders.
- Handle customer escalations and ensure timely resolution of operational issues.
- Maintain strong client relationships and participate in client calls and business review meetings.
- Develop and implement action plans to improve customer satisfaction, employee engagement, and overall process performance.
- Ensure compliance with organizational policies, process guidelines, and quality standards.

Mandatory Requirements




- Minimum 10 years of overall experience in the BPO / ITES industry.
- Relevant experience in International BPO operations.
- Mandatory experience in an Inbound Voice customer support process.
- Experience managing a minimum of 60+ headcount.
- Prior experience in an Operations Manager, Deputy Manager Operations, or equivalent leadership role.
- Excellent verbal and written English communication skills.
- Strong knowledge of operational metrics, people management, client handling, and performance management.

Process Exclusions
- Candidates with experience exclusively in outbound processes are not eligible.
- Sales and outbound calling experience will not be considered relevant for this requirement.
- Healthcare process experience is not suitable for this role.

Preferred Skills
- Strong leadership, analytical, and decision-making abilities.
- Experience managing multiple Team Leaders and large operational teams.
- Proven ability to achieve business targets and improve operational performance.
- Robust stakeholder management and customer-centric approach.

Interested candidates with relevant International Inbound Voice Operations experience are encouraged to apply. Pay: ₹1,500,000.00 - ₹2,200,000.00 per year

Work Location: In person

📌 Manager Operations (Hyderabad)
🏢 Realply Industries (P
📍 Hyderabad