Contact Center Operations Manager

Hiring: Associate Program Manager – Customer Operations (Voice)

📍 Pune, India

🕒 Night Shift

💼 Full-time | Leadership Role

Sal Upto-15lpa

Role Overview

You will be responsible for driving operational excellence, managing multiple teams, improving systems and processes, and ensuring all client delivery standards are consistently met. This is a leadership role focused on performance, governance, client engagement, and continuous improvement.

Key Responsibilities

Operations & Strategy

• Develop and implement call center operational strategies
• Conduct performance reviews, capacity planning, and cost-benefit analysis
• Drive system audits, process improvements, and quality programs
• Ensure productivity and quality metrics are consistently achieved
• Handle major incident remediation and client escalations

People Leadership

• Manage mul...