Associate Program Manager – Customer Operations (Voice)

Hiring: Associate Program Manager Customer Operations (Voice)

Pune, India

Night Shift

Full-time | Leadership Role

Sal Upto-15lpa

Role Overview

You will be responsible for driving operational excellence, managing multiple teams, improving systems and processes, and ensuring all client delivery standards are consistently met. This is a leadership role focused on performance, governance, client engagement, and continuous improvement.

Key Responsibilities

Operations & Strategy

• Develop and implement call center operational strategies
• Conduct performance reviews, capacity planning, and cost-benefit analysis
• Drive system audits, process improvements, and quality programs
• Ensure productivity and quality metrics are consistently achieved
• Handle major incident remediation and client escalations

People Leadership

• Manage multiple teams including Team Leads and Floor Support
• Conduct performance reviews and provide regular feedback
• Drive training need identification and cross-skilling initiatives
• Focus on employee engagement, retention, and career development
• Lead team huddles, reviews, and performance discussions

Client & Financial Management

• Lead client reviews, MBR/QBR discussions, and vendor calibrations
• Respond to client queries and ensure deliverables meet timelines
• Manage budgeting, cost analysis, and financial targets
• Track KPIs and prepare performance reports

Continuous Improvement

• Introduce innovative ideas to optimize internal metrics
• Ensure compliance with organizational and information security policies
• Stay updated on industry trends and best practices

Required Qualifications

• 10+ years of overall experience in BPO/Customer Operations
• Proven experience managing large voice teams
• Strong exposure to international processes
• Experience in Telecom/Cable repair process preferred
• Graduate or Postgraduate in any discipline

Preferred Qualifications

• Degree in Computer Science, Computer Applications, or related field

If you have strong leadership skills, a customer-first mindset, and the ability to drive performance at scale, we would like to connect with you.

Interested candidates can share their profiles or comment below.

Umme@careerguideline.com