Deputy Manager/Manager/Sr. Manager Contact Centre Operations

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 [Confidential Information]