Manager – Voice Operations
Actively Reviewing the ApplicationsVrinda Global
Job Description
🚀 We’re Hiring: Assistant Manager / Manager – Voice Operations
📍 Location: India
💼 Experience: 6–10 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.
#Hiring #VoiceOperations #ContactCenter #BPOJobs #OperationsManager #CustomerExperience
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