Job Title

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@