Senior Manager - Contact Centre Operations

Golden Opportunities; Indore District, Hyderabad, Bengaluru; Remote; INR 4,000,000 - 6,000,000; Full time

Job summary

Golden Opportunities seeks a senior leader to drive large-scale contact center delivery across PAN India. The role oversees blended voice operations (inbound, outbound, and chat), ensuring top productivity, metrics, and customer satisfaction.

You will manage stakeholders, client relationships, and drive business excellence initiatives. The ideal candidate brings 10-15+ years in leadership roles within voice operations, with exposure to ACD, IVR, Dialer, and governance frameworks, and a strong

Qualifications

• Senior leadership in blended voice operations (inbound/outbound/chat) with 10-15+ years total experience.
• Experience scaling large delivery teams (>200 FTE) and managing client relationships across PAN India.
• Strong governance, reporting, and KPI/SLAs for contact center environments.

Responsibilities

• Manage large-scale delivery for contact center operations.
• Stakeholder, client, and account management; drive client/internal excellence initiatives.
• Lead a blended voice operation (inbound & outbound) to deliver high productivity and service levels.
• Define operational strategies: needs assessment, capacity planning, and cost/benefit analyses.

Skills

Leadership

Voice Operations

Inbound/Outbound/Chat

ACD/Citrix/Dialer

IVR Management

CSAT/NPS Governance

ISO/ISMS Knowledge

Client Communication

MIS Reporting

Dashboards

Process Improvement

Revenue & P&L

Delivery Leadership

Education

Bachelor's Degree

Lean Six Sigma

RPA/Analytics

Job description

Candidate Expectations

• Total Experience: 10-15+ years
• Relevant Experience: 7 - 12+ years in leadership role in blended voice operations (inbound/outbound/chat)
• Candidate Location: PAN India.

Skills Mandatory:

• Thorough understanding of all Voice based metrics and SLA
• Knowledge of Blend Voice Operations (Outbound & Inbound) ACD, CITRIX, Dialer Understanding is must IVR & Call Tree Management is preferable CSAT/ NPS Governance Business Governance and Auditing
• Knowledge of Reporting Tools Awareness of ISO, ISMS
• Excellent Client Communication Skills
• MIS and Reporting
• Understanding (Creating Dashboards) Process Improvement Skills and Tools Excellent Analytical skills
• Revenue Management & P&L Understanding
• Proven participation on Improvements Project
• Managed a large and Complex Delivery Team for more than 200+ FTE .

Education and Certification

• Qualification Mandatory: A Bachelor degree or equivalent qualification.
• Good to Have: Preferably Lean/ Six Sigma Certified
• Certification Good to Have: RPA/ Analytics Certification preferred .

Detailed Job Description

• Responsible for managing a large scale delivery for contact center operations.
• Stakeholder Management
• Client Relationship Management
• Account Management
• Driving Client/ Internal Business Excellence Initiatives
• To manage and Lead a Blend (Inbound & Outbound) Voice operations and deliver high productivity through controlling, monitoring, analysing & reviewing system.
• Determines Voice operations operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
• Defining user requirements; establishing technical specifications, and production, productivity, quality, and customer service standards; contributing information and analysis to organizational strategic plans and reviews .

Key Skills

• Experience scaling systems in a fast paced and changing environment and ability to perform ongoing prioritization to align organization and department initiatives.
• Ability to work well under pressure and be changing situations.
• flexible in adapting and responding to Strong organizational skills with the ability to manage multiple, con a fast-paced environment.
• conflicting priorities in Outstanding obsession with service orientation; a sense of urgency, follow responsiveness; high level of personal integrity and confidentiality.