Assistant Manager International Voice Process

Spes Staffing Solutions; Pune District; On-site; INR 1,200,000 - 1,600,000; Full time

Job summary

Spes Staffing Solutions in Pune is seeking an Assistant Manager - International Voice Process with 7+ years of experience to lead a team and drive service delivery for international voice operations.

The role focuses on managing Team Leaders and associates, monitoring KPIs, handling escalations, and delivering MIS reports while driving process improvements. US/UK voice process experience is preferred.

Qualifications

• 7+ years of experience in International Voice/BPO Operations.
• Minimum 1+ year experience as Team Lead / Assistant Manager.
• Strong team handling and communication skills.
• Experience with US/UK voice processes preferred.

Responsibilities

• Manage Team Leaders and associates to achieve process targets.
• Monitor KPIs like SLA, AHT, CSAT, Quality, and Productivity.
• Handle escalations, team coaching, and performance improvement.
• Prepare MIS reports and support process improvements.

Skills

International Voice BPO operations

Team leadership

Operations management

KPI monitoring

Communication skills

US/UK voice processes

Job description

Job Title: Assistant Manager International Voice Process

Location: Pune
Experience: 7+ Years (Minimum 1+ Year as Team Lead)

Job Summary:
Looking for an experienced Assistant Manager - International Voice Process to manage team performance, operations, and customer service delivery for an international voice process.

Key Responsibilities:

• Manage Team Leaders and associates to achieve process targets.
• Monitor KPIs like SLA, AHT, CSAT, Quality, and Productivity.
• Handle escalations, team coaching, and performance improvement.
• Prepare MIS reports and support process improvements.

Required Skills:

• 7+ years of experience in International Voice/BPO Operations.
• Minimum 1+ year experience as Team Lead / Assistant Manager.
• Strong team handling and communication skills.
• Experience with US/UK voice processes preferred.

Location: Pune | Shift: International Shift (US)