BPS - Voice Assistant Manager-Operations
Core
Manage end-to-end delivery of voice assistant operations services, ensuring SLA/KPI compliance, team performance, and client satisfaction.
Role type
Senior Operations Manager (Voice Assistant Services)
Builds
Voice assistant service delivery and operational processes
Domain
BPO / Customer Experience / Voice Technology
Required skills
SLA/KPI management, team leadership, incident management, root cause analysis, stakeholder management, process improvement, data reporting
Preferred skills
MBA, RPA/digital transformation experience, succession planning
Technologies
RPA, MIS dashboards, performance analytics tools
Responsibilities
Monitor performance dashboards and take corrective actions, manage volume fluctuations and staffing plans, mentor team leaders and associates, ensure compliance with audit standards, act as key point of contact for client operations, implement process improvements and automation initiatives, provide data-backed insights to senior leadership
Seniority
Senior, hands-on IC with team management
