Operations Manager - US Voice Process

Operations Manager (US) - Gurugram (Diversity)

Total Experience 6 to 7 Years

Relevant Experience - 1+years as an Operation Manager

Candidate should be from BPO (Voice background only)

Only diversity candidates

Work from Office Opportunity

Location - Gurugram (DLF, Sec.30)

Shall hunt for a manager or a senior manager level into Voice Domain for International contact center, US responsible to handle at least 150 FTEs

Shall operate in US shift timings, and would be required to stretch as and when required

Job location shall be Gurugram, the resource has to operate from the office.

Role Overview:

Foundever is looking for an Operations Manager to lead voice domain operations for an international US-based contact center. This role requires managing at least 150 FTEs and operating in US shift timings.

Key Responsibilities:

- Manage first-line supervisors responsible for day-to-day operations of representatives handling customer inquiries.

- Ensure client and corporate service, quality, and contribution goals are met.

- Oversee financial, metric, and associate satisfaction goals.

- Provide leadership, coaching, and mentorship to the supervisory team.

- Conduct regular supervisor team meetings and supervise multiple teams for one or more clients.

- Manage client strategies to meet corporate goals and objectives.

Qualifications:

- Total Experience: 6 to 7 years.

- Relevant Experience: 1+ years as an Operations Manager.

- Mandatory: International Voice background in a BPO setting.

- Strong leadership, communication, and interpersonal skills.

- Ability to manage large groups and demonstrate successful customer relationship management.

- Proficiency in MS Office and internet tools.

Work Details:

- Location: Gurugram (DLF, Sec.30).

- Shift: US shift timings with flexibility to stretch as required.

- Diversity candidates are encouraged to apply.

- This is a work from office opportunity.