Operations Manager

2 weeks ago

Pune, Maharashtra, India beBeeLeadership Full time ₹ 9,00,000 - ₹ 12,00,000
Team Lead for Voice Operations

As a Team Lead for Voice Operations, you will be responsible for overseeing the smooth execution of our international voice process.

This role requires a strong leader who can manage and motivate a team of voice agents to achieve their targets and adhere to quality standards. The ideal candidate should possess excellent communication skills, both written and verbal, to effectively liaise with clients and internal stakeholders.

  • Key Responsibilities:
  • Supervise a team of voice agents and monitor their performance to ensure adherence to targets (KPIs such as call quality, average handling time, resolution rate, etc.).
  • Handle team scheduling and attendance, provide coaching, feedback, and performance evaluations.
  • Ensure smooth daily operations of the voice process, manage escalations, and resolve complex customer issues.
  • Maintain service level agreements (SLAs) and ensure quality standards are met.
  • Assist in onboarding and training new team members, organize regular skill development and process refresher sessions.
  • Track and report team metrics, analyze data to identify trends, gaps, and areas for improvement.
  • Liaise with international clients and internal stakeholders, share updates, feedback, and improvement plans.

Requirements:

  • Strong leadership and management skills.
  • Excellent communication and interpersonal skills.
  • Ability to motivate and inspire team members.
  • Knowledge of quality standards and service level agreements.
  • Analytical and problem-solving skills.

What We Offer:

  • A dynamic and supportive work environment.
  • Opportunities for professional growth and development.
  • A competitive salary and benefits package.

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