? 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 collaborative, 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 ✅ Robust 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