Operations Manager - Voice

About the Role: 

We are looking for an experienced  Operations Manager – Voice  to manage the Voice, Chat, and Email teams. This role involves overseeing  people management, team performance, night-shift operations, and rotational work-offs , including potential weekend coverage. You will ensure  excellent customer service delivery and strong customer outcomes,  while handling complex customer queries. The role requires effective collaboration with  on-shore and off-shore teams  to maintain high service standards. 

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Key Responsibilities: 

• Lead and manage the Voice/Chat/Email team to deliver exceptional customer experiences.
• Drive people management and monitor performance for operational excellence.
• Ensure adherence to UK rotational shift schedules, night-shift operations, and work-from-office requirements.
• Handle complex customer queries with a focus on quality and customer outcomes.
• Monitor and improve key metrics including  CSAT and NPS .
• Maintain strong coordination between on-shore and off-shore teams for seamless workflow. 

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Requirements: 

• Excellent verbal and written communication skills.
• Team handling experience
• Strong leadership and team management experience.
• Ability to work flexible hours in UK rotational shifts, including nights and weekends.
• Customer-focused mindset with attention to detail and service quality.