Operations Manager (Voice Process)

We are looking for an experienced Operations Manager to lead our international BPO sales process. As an OM, you will be responsible for managing 4-5 Team Leaders, overseeing 80-100 agents, driving process P&L, reducing revenue leakage, and ensuring high levels of customer satisfaction and employee engagement. This is a senior leadership role requiring proven experience in managing large BPO operations.

Key Responsibilities:

• Manage end-to-end operations of the international sales voice process
• Lead and develop a team of 4-5 Team Leaders
• Drive process P&L and revenue targets
• Monitor and improve key metrics: conversion rate, revenue, quality, attrition
• Identify and reduce revenue leakage points
• Ensure SLA compliance and client satisfaction
• Conduct daily, weekly, and monthly business reviews
• Handle client escalations and build strong client relationships
• Drive employee engagement and retention initiatives

Requirements:

• Graduate or Post-Graduate degree
• Minimum 3 years experience in BPO Operations (Voice Process)
• Experience handling 4-5 Team Leaders (60-100 agents)
• Proven track record of achieving revenue and quality targets
• Strong P&L management and business acumen
• Excellent leadership and people management skills
• Advanced MS Excel skills (MIS, dashboards, analysis)
• Strong client-facing and communication skills

What We Offer:

• Fixed night shift (US hours)
• 5-day work week
• Salary upto 80,000 (based on interview performance and experience)
• Monthly performance incentives tied to process metrics
• Free dinner for night shift
• Comprehensive health insurance
• Leadership role with direct senior management exposure
• Career growth to Senior OM / Head of Operations / AVP

Youll need to know

Operations Leadership US Shift Sales KPIs

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.