Senior Manager – Operations

Roles & Responsibilities :

Operational Management

Oversee day-to-day operations of international voice process teams to ensure smooth functioning and achievement of business targets.

Monitor key performance metrics such as AHT CSAT Quality FCR and SLA adherence.

Implement process improvements to enhance efficiency quality and customer satisfaction.

Team Leadership

Lead mentor and motivate team leads and their teams to achieve individual and team goals.

Conduct regular performance reviews and provide feedback for continuous improvement.

Drive employee engagement and ensure low attrition within the team.

Client Management

Act as a primary point of contact for client communication and relationship management.

Participate in client calls business reviews and audits.

Ensure service delivery meets contractual obligations and client expectations.

Process Improvement & Quality

Identify process gaps and develop action plans for improvement.

Ensure adherence to quality standards and compliance requirements.

Collaborate with training and quality teams for regular process updates and refreshers.

Reporting & Analysis

Analyze performance reports and present business insights to senior leadership and clients.

Forecast volumes plan manpower and manage budgets effectively.

Track operational KPIs and implement corrective actions where needed.

Strategic Initiatives

Support business transitions process migrations and new client onboardings.

Work with cross-functional teams to drive automation and digitization initiatives.

Contribute to strategic planning for operational scalability and customer experience enhancement.

Compliance & Governance

Ensure all operations comply with company policies data security and client confidentiality standards.

Maintain documentation and audit readiness at all times.

Key Skills

Employee Evaluation,Continuous Improvement,FDA Regulations,Management Experience,Process Improvement,Profit & Loss,Operations Management,Project Management,Strategic Planning,Leadership Experience,P&L Management,Supervising Experience

Employment Type : Full Time

Experience : years

Vacancy : 1