Golden Opportunities
Website:
gojobs.biz
Job details:
Job Description
Job Title
Assistant Manager/ Manager - International Voice Process
Job Overview
We are seeking a seasoned Manager to lead the end-to-end delivery of our international voice operations. The ideal candidate will have strong operational control, a track record in managing large teams, and experience in stakeholder and client management across global accounts.
Key Responsibilities
- Lead and manage operations through a team of AMs, TLs, and agents
- Take ownership of KPIs such as CSAT, SLA adherence, AHT, and FCR
- Drive process improvement initiatives and cost efficiencies
- Represent operations in client meetings and business reviews
- Ensure staffing, training, and quality standards are consistently met
- Manage budgets, performance reporting, and strategic planning
- Collaborate with HR, WFM, Training, and Quality teams for smooth delivery
Skills & Attributes
- Excellent leadership and team-building skills
- Ability to handle high-pressure client interactions
- Strong analytical and decision-making capabilities
- Proficiency in reporting, forecasting, and contact center tools
Experience Required
6�10 years in BPO operations, with at least 2�3 years in a managerial capacity in international voice support
Skills Required
RoleAssistant Manager/ Manager - International Voice Process
Industry TypeITES/BPO/KPO
Functional Area
Required Education Graduation
Employment TypeFull Time, Permanent
Key Skills
- CLIENTHANDLING
- OPERATIONS MANAGEMENT
- PERFORMANCE IMPROVEMENT
- SLA DELIVERY
Other Information
Job CodeGO/JC/1341/2025
Recruiter NameBrindha Kamaraj
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