Manager / Sr. Manager – TCC Voice Calling Operations

About the Role

• We are seeking an experienced Manager/Sr. Manager to lead Voice Calling Operations within our Transaction Contact Center (TCC). The role requires strong communication capability, deep experience in voice-based customer service, and proven expertise in managing large inbound teams. Exposure to the banking domain, client management, and voice operations leadership is essential. The position involves operational oversight, performance management, and ensuring delivery excellence in a high-volume environment.

Job Description

• Lead and manage voice calling operations, ensuring service delivery against quality, productivity, and compliance standards.
• Oversee inbound call teams, drive performance metrics, and ensure adherence to SLAs.
• Manage day-to-day operations including staffing, workflow planning, and escalation handling.
• Engage with clients to review performance, address concerns, and ensure operational alignment.
• Monitor call quality, process adherence, and agent performance, implementing corrective actions as required.
• Utilize Genesys platform for call routing, reporting, and operational efficiency.
• Prepare and present operational dashboards, performance reports, and improvement plans.
• Collaborate with cross-functional teams to optimize processes and enhance customer experience.
• Ensure team readiness through regular coaching, briefings, and skill enhancement initiatives.

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Qualifications

Educational Qualifications

• 10–15 years of experience in voice-based operations, including team leadership roles.
• Proven experience in inbound operations and client-facing communication.
• Experience managing large teams within BPO, banking, or financial services environments is desirable.

Experience

• 10–15 years of experience in voice-based operations, including team leadership roles.
• Proven experience in inbound operations and client-facing communication.
• Experience managing large teams within BPO, banking, or financial services environments is desirable.

Skills

• Excellent verbal and written communication skills.
• Strong leadership and team management experience in high-volume voice operations.
• Familiarity with banking domain processes is preferred.
• Proficiency in MS Office (Excel, PowerPoint, Word) for reporting and analysis.
• Hands-on working knowledge of the Genesys platform.
• Strong problem-solving abilities with a customer-first approach.
• Ability to work in night shifts and manage a 24x7 operational environment.

Perks and Benefits

• 2-way cab pick-up and drop-off facility for a stress-free commute.
• One complimentary meal provided during the shift.
• Exposure to multiple functional areas, enhancing your professional growth.
• Supportive work environment focused on learning and development.

Training Support

• Comprehensive process-specific training will be provided to help you succeed in your role.