Walk-in || Openings For Operations Manager - Domestic Voice Process!!!

Job Description:

• Lead and manage Domestic Call Center / Voice Process.
• Oversee daily floor operations, manage team leaders, and ensure delivery of high-quality service to the clients.
• Meet key call center metrics, driving agent performance, and ensuring a seamless customer experience for the customer base.
• Drive the center to meet or exceed core SLAs, including Average Handling Time (AHT), Customer Satisfaction (CSAT), and Quality Scores.
• Monitor real-time floor metrics including agent logins, aux time, and schedule adherence.
• Identify bottlenecks in call flows and implement strategies to enhance team productivity.
• Serve as the ultimate point of contact for critical customer escalations and resolve complex service issues.
• Manage, mentor, and guide Team Leaders (TLs) and Quality Analysts (QAs) to maintain smooth daily operations.
• Manage roster schedules, team shrinkage, and log-in hours to guarantee optimum floor coverage.
• Actively track, mitigate, and control agent attrition through motivation and clear career progression coaching.
• Maintain, track, and generate precise operational reports using MS Excel or specialized CRM dashboards.
• Analyze daily, weekly, and monthly call trends to present risk assessments and operational updates to senior management.
• Deep hands-on operational expertise handling Cloud Telephony or CTI solutions
• Prior experience in handling different CRM and helpdesk platforms

Eligibility :

• Graduate degree in any stream
• Fluency in Native or professional-level fluency in Hindi is mandatory.
• Excellent communication in English & Tamil
• 8 + years of overall BPO experience,with at least 5+ years operating as an Operations Manager / Asst. Operations Manager.
• High proficiency in intermediate MS Excel (VLOOKUP, Pivot Tables), dialer management systems, and CRMs.
• Flexibility to work in rotational shifts .
• Strong capability to manage a large, culturally diverse team.
• Passion for high-quality customer delivery and data-driven problem-solving.
• Immediate Joiners only