Associate Program Manager – Customer Operations (Voice)

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 multiple teams including Team Leads and Floor Support - Conduct performance reviews and provide regular feedback - Drive training need identification and cross-skilling initiatives - Focus on employee engagement, retention, and career development - Lead team huddles, reviews, and performance discussions

Client & Financial Management

- Lead client reviews, MBR/QBR discussions, and vendor calibrations - Respond to client queries and ensure deliverables meet timelines - Manage budgeting, cost analysis, and financial targets - Track KPIs and prepare performance reports

Continuous Improvement

- Introduce innovative ideas to optimize internal metrics - Ensure compliance with organizational and information security policies - Stay updated on industry trends and best practices

Required Qualifications

- 10+ years of overall experience in BPO/Customer Operations - Proven experience managing large voice teams - Strong exposure to international processes - Experience in Telecom/Cable repair process preferred - Graduate or Postgraduate in any discipline

Preferred Qualifications

- Degree in Computer Science, Computer Applications, or related field

If you have strong leadership skills, a customer-first mindset, and the ability to drive performance at scale, we would like to connect with you.

Interested candidates can share their profiles or comment below.

Umme@careerguideline.com