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 ...