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Metro-based generalist operations role, broad skills required, mid-level experience—high applicant competition.
BPS voice operations require client-service and contact-center experience, moderately limiting transferability across industries.
Explicit 5–8 years requirement and client-facing operations experience make filters moderately strict.
Own end-to-end delivery of voice assistant operations ensuring adherence to SLAs/KPIs including productivity, quality, TAT, and compliance.
Manage team performance, mentoring, staffing plans, incident management, RCA and CAPA processes to meet operational commitments.
Drive continuous process improvements, automation initiatives and maintain client/stakeholder communications including escalations and governance reporting.
Total Work Experience: 5-8 years.
Education: Graduate and above; MBA preferred.
Must have experience managing operational SLAs, quality audits, risk/compliance controls, and team leadership.
Work Experience Required: Not explicitly mentioned in the JD regarding specific domains or tools.
Experienced operations manager with a background in service delivery, process management, and voice assistant or BPS environments.
Strong capability to handle incident management, client escalations, and cross-functional team mentorship.
Data-driven mindset with ability to drive continuous improvement and report operational insights to senior leadership.