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Job details:
📢 Hiring | Deputy Manager / Manager / Sr. Manager – Contact Centre Operations
We are looking for experienced professionals from BPO / Contact Centre Operations with expertise in managing International Voice Processes.
📍 Location: Ambattur / Sholinganallur, Chennai
🕒 Shift: UK Shift (Afternoon)
🏢 Work Mode: Work from Office
👨 💼 Experience: 10 – 20 Years
⚡ Preferred Joining: Immediate to 30 Days
Key Responsibilities
Operations Management
- Manage daily operational performance across assigned teams and Lines of Business.
- Ensure achievement of SLAs, KPIs, quality, productivity, customer experience, and compliance metrics.
- Monitor performance trends and implement corrective action plans.
- Collaborate with WFM, Quality, Training, and support teams to ensure delivery excellence.
Banking Process Management
- Lead teams handling banking customer interactions and operations.
- Ensure adherence to process, compliance, and quality requirements.
- Drive coaching, knowledge reinforcement, and process improvement initiatives.
- Identify operational risks and partner with stakeholders for resolution.
Performance & Quality Management
- Conduct regular performance reviews with Team Leaders and operational teams.
- Track service, quality, productivity, adherence, and customer experience metrics.
- Drive root cause analysis and continuous improvement initiatives.
- Prepare operational reports and support governance reviews.
People Leadership
- Lead, coach, and develop Team Leaders, Assistant Managers, and frontline teams.
- Drive employee engagement, retention, performance management, and succession planning.
- Foster a collaborative, customer-centric, and compliant work culture.
Stakeholder & Escalation Management
- Participate in client governance calls and business reviews.
- Manage escalations with ownership and timely resolution.
- Collaborate with cross-functional teams to improve operational outcomes.
Ideal Candidate Profile
✅ Experience in BPO / Contact Centre Operations handling International Voice Processes
✅ Strong people management and stakeholder management skills
✅ Exposure to banking operations/customer service environments preferred
✅ Proven track record of driving operational and performance excellence
📩 Interested candidates can share their profiles with me on garima-si@hcltech.com
Click on Apply to know more.
