Manager – Voice Operations

Were Hiring: Assistant Manager / Manager Voice Operations

Location: India

Experience: 610 Years

Industry: BPO / Contact Center / Customer Support

We are looking for an experienced Assistant Manager Voice Operations to lead contact center teams and drive key customer experience metrics. If you have strong expertise in team management, performance improvement, and contact center KPIs, we would love to connect with you.

Key Responsibilities

Manage day-to-day voice/contact center operations and ensure SLA delivery

Drive improvement in NPS, CSAT, FCR, AHT, productivity, and quality metrics

Manage team performance, including top and bottom quartile analysis

Implement Performance Improvement Plans (PIP) for low performers

Ensure adherence to quality, compliance, and operational standards

Handle client communication, escalations, and operational risks

Drive continuous improvement through RCA and performance insights

Key Skills

Voice Operations / Contact Center Operations

NPS | CSAT | FCR | AHT

KPI & SLA Management

Performance Management & Coaching

Compliance & Quality

Stakeholder Management

Interested candidates can share their profiles or connect directly.

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