Operations Manager – Us Commercial Insurance BPO
Operations
Panchkula, Punjab
8–12 yrs
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Dialer & Wfm Analyst
2–5 yrs₹7L–10L / year
Locations
Mohali
Full-timeOn-siteOperations
What you’ll do
- Prepare volume forecasts and staffing plans
- Track actual workload vs. forecasts and monitor breaks
- Manage lead uploads, segmentation, and pacing
- Execute strategic DID rotation
- Deliver root-cause analysis and action plans
What we’re looking for
Qualification: Bachelor's degree
- Experience in international BPO or voice process
- Knowledge of US calling compliance laws (TCPA, DNC rules)
Advanced ExcelPivot TablesXLOOKUPVLOOKUPPower QueryDashboardingPower BISQLWFM platforms
Good to know
- Shift
- US Hours / Night Shift
- 5 Days a Week (6 days if required for business needs)
- US-Based Outbound Sales process