Deputy Manager/Manager/Sr. Manager Contact Centre Operations

HCLTech · Chennai, Tamil Nadu · Refreshed 7 days ago

About this role

📢 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. 📍 Location: Ambattur / Sholinganallur, Chennai 🕒 Shift: UK Shift (Afternoon) 🏢 Work Mode: Work from Office 👨 💼 Experience: 10 – 20 Years ⚡ Preferred Joining: Immediate to 30 Days 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. People Leadership • Lead, coach, and develop Team Leaders, As

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