Voice Process Director

1 day ago


Anand, Gujarat, India beBeeOperations Full time ₹ 18,00,000 - ₹ 24,00,000
Job Title: Voice Operations Manager

A seasoned professional with extensive experience in BPO and voice process management is sought to lead teams effectively.

The ideal candidate will oversee daily delivery, manage performance metrics (AHT, CSAT, FCR, SLA), and drive process improvements while ensuring client satisfaction and compliance.

  • Lead voice operations across multiple teams/projects
  • Manage KPIs and ensure SLA adherence
  • Supervise Team Leads, Trainers, and QAs
  • Collaborate with clients and handle escalations
  • Optimize staffing, cost, and productivity
  • Mentor future leaders and drive continuous improvement

Required Skills:

  • 10+ years in BPO, 3+ years in voice process management
  • Strong in contact center metrics, WFM, and reporting tools
  • Experience with international processes
  • Proficient in Excel, PowerPoint, CRM, and dialers
  • Knowledge of COPC, Six Sigma, Lean (desired)
  • MBA or relevant postgraduate degree (preferred)


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