Job Title
Assistant Manager Operations - International Voice Process | Walk-in Drive Gurgaon
Experience-7–12 Years
CTC- Up to ₹9 LPA
Location-Bangalore / Hyderabad
Job Description
We are hiring Assistant Managers for International Voice Process operations. The role involves managing Team Leaders, driving operational excellence, improving customer experience metrics, and ensuring achievement of business KPIs.Selected candidates may be deployed across Indore, Bangalore, or Hyderabad based on business requirements and organizational needs.
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
Benefits:
- 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?
Work Location: In person
