Overview
Job Title: Manager – Operations (International Inbound Voice Process)
Location: Hyderabad / Bangalore
Experience: Minimum 10+ years
Employment Type: Full-Time
Interview Mode : F2F (Kolkata -07.11.2025,08.11.2025)
About the Role:
We are looking for a dynamic and experienced Manager – Operations to lead and drive performance for our International Inbound Voice Process. The ideal candidate will have a strong background in managing large teams, ensuring operational excellence, and delivering superior customer experience in a fast-paced BPO environment.
Key Responsibilities:
Lead, manage, and mentor multiple teams handling international inbound voice operations.
Drive operational efficiency, process improvements, and quality standards to meet SLAs and KPIs.
Analyze performance metrics and implement action plans for continuous improvement.
Partner with clients and internal stakeholders to ensure alignment with business objectives.
Manage workforce planning, scheduling, and performance reviews.
Ensure compliance with company policies and global standards.
Required Skills & Qualifications:
Minimum 10+ years of experience in an International Inbound Voice Process.
Must be currently working as a Deputy Manager / Manager (on paper) in operations.
Proven experience in managing large teams and delivering results in a customer-centric environment.
Excellent communication, analytical, and leadership skills.
Strong understanding of performance management, workforce planning, and client engagement.
Flexibility to work across shifts as per business requirements.
