Operations Manager

Job Title : Assistant Manager / Manager

Job Description :

We are looking for a dynamic and experienced Manager to lead a US calling process. The role involves end-to-end team management , client coordination , and operational oversight . The ideal candidate should have prior experience in US shifts, excellent communication skills, and the ability to drive performance and ensure client satisfaction.

Shift : Night

• Client Handling :
• Act as primary contact for client communication.
• Ensure SLA, TAT, and quality targets are met.
• Share performance reports and updates regularly.
• Team Management :
• Supervise and guide the calling team during US shift.
• Monitor performance, ensure productivity, and drive improvements.
• Conduct team huddles, feedback sessions, and manage roster.
• Operations Oversight :
• Ensure smooth process execution and issue resolution.
• Maintain process documentation and SOP adherence.
• Quality & Compliance :
• Ensure call quality and compliance with client / company policies.
• Coordinate with QA for audits and corrective actions.
• Reporting & Analytics :
• Track daily metrics and share dashboards with key stakeholders.
• Use insights to improve performance and efficiency.

If you have experience in managing US Voice / blended support process and can join on early basis, please drop your CV [email protected]