Deputy Manager/Manager/Sr. Manager Contact Centre Operations

HCL Technologies Limited; Chennai District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

HCL Technologies Limited in India is seeking an experienced professional for Deputy Manager / Manager / Senior Manager – Contact Centre Operations to lead international voice processes in a banking operations setting.

The role focuses on managing daily performance, SLAs, and quality across multiple teams, with emphasis on stakeholder management and governance participation. Work mode is office-based at Chennai.

Qualifications

• 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

Responsibilities

• 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.
• 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.
• 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.
• 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.
• Participate in client governance calls and business reviews.
• Manage escalations with ownership and timely resolution.

Job description

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.

Work Mode: Work from Office

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.
• 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.

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