Customer Service Domestic Voice Manager-BPS

• Provide strategic leadership and oversight for the e-commerce BPO operations, ensuring efficient and effective delivery of voice and non-voice processes. 

• Drive operational excellence by continuously improving processes, implementing best practices, and fostering a culture of continuous improvement. 

• Manage client relationships and stakeholder expectations, ensuring high levels of customer satisfaction and proactive communication. • Develop and execute strategic plans to achieve operational objectives, optimize resource utilization, and drive business growth. 

• Lead and mentor a large team of operations professionals, fostering a collaborative and high-performing work environment. • Analyze operational data and metrics to identify areas for improvement and make data-driven decisions. 

• Manage resource allocation, workforce planning, and capacity management to ensure optimal staffing levels and operational efficiency. 

• Collaborate with cross-functional teams, such as IT, HR, and Finance, to align operations with organizational goals and strategies.

• Identify and implement process automation and digitization initiatives to enhance operational efficiency and productivity. 

• Contribute to the development and implementation of training programs to upskill and develop the operations team.

Qualification:

• Bachelor's degree or equivalent in a relevant field 

• Minimum of 12-15 years of experience in operations management, with at least one year in a Senior Manager role managing BPO operations 

• Proven track record of leading and managing large-scale operations teams 

• Excellent communication, leadership, and problem-solving skills