Senior Manager/ VP

Guideline Inc; Pune District; On-site; INR 1,500,000 - 2,400,000; Full time

Job summary

Guideline Inc in Pune is seeking an experienced Senior Manager | VP - Operations to lead large voice operations teams and drive performance across productivity and quality metrics.

The role requires 12+ years in Voice Operations within International BPO, strong people management, analytics, and the ability to deliver audits, reviews, and process improvements while coordinating with clients and vendors for timely delivery.

Qualifications

• 12+ years of experience in Voice Operations.
• Experience in International BPO/Voice Processes.
• Experience managing 40-50+ FTEs.
• Strong knowledge of productivity, quality and operational metrics.

Responsibilities

• Lead multiple teams and ensure operational targets are achieved.
• Drive productivity, quality and critical performance metrics.
• Manage client/vendor reviews and escalations.
• Conduct audits and performance reviews.
• Drive process improvement and capability development.
• Ensure timely delivery of client requirements.

Skills

Voice Operations

People Management

Analytical Skills

Process Improvement

Job description

Senior Manager | VP - Operations

Location: Pune

Experience: 12+ Years

Shift: Night Shift

Industry: International BPO | Voice Process

Candidate Profile

• 12+ years of experience in Voice Operations / International BPO
• Candidates from E-commerce, Travel or Telecom Voice Processes preferred
• Strong experience in managing multiple teams, 40-50+ FTEs
• Excellent knowledge of productivity, quality and operational metrics
• Experience handling client reviews, escalations, MBR/QBRs
• Strong people management, analytical and problem-solving skills
• Ability to drive process improvement, training and team performance

Key Responsibilities

• Lead multiple teams and ensure operational targets are achieved
• Drive productivity, quality and critical performance metrics
• Manage client/vendor reviews and escalations
• Conduct audits and performance reviews
• Drive process improvement and capability development
• Ensure timely delivery of client requirements

Looking for experienced Operations Leaders who have managed large-scale Voice Operations.