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Mid-level, generalist BPS operations role at a known IT firm increases candidate competition.
Core operations skills transfer across industries, but BPS voice/process experience increases domain specificity.
Explicit 5-8 years, 24x7 requirement, and compliance checks drive moderate shortlisting strictness.
Own end-to-end delivery of voice assistant operations ensuring SLAs and KPIs are met, including incident management and corrective actions.
Manage and mentor team leaders, SMEs, and associates while driving capability building and succession planning.
Act as primary client operations contact, manage escalations, handle audits and compliance, and lead continuous process improvements and reporting.
5-8 years total work experience.
Graduate degree required; MBA preferred.
Must be comfortable working in a 24X7 work environment.
Should not be color blind.
Experienced operations leader skilled at managing multi-level teams (leaders, SMEs, associates) in BPS or voice operations.
Data-driven with experience handling operational MIS, dashboards, and client/stakeholder communications.
Familiar with operational risk management, quality compliance, and continuous improvement initiatives including automation/RPA.