Assistant Manager/ Manager - International Voice Process - GO/JC/1341/2025

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