Voice Process Leadership Role

4 days ago


Meerut, Uttar Pradesh, India beBeeOperations Full time ₹ 20,00,000 - ₹ 30,00,000

Job Overview

We are seeking an experienced Operations Manager to lead our voice-based Business Process Outsourcing (BPO) teams.

Our ideal candidate will oversee daily delivery, manage performance metrics, and drive process improvements while ensuring client satisfaction and compliance.

Key Responsibilities

  • Manage multiple teams/projects and ensure seamless operations
  • Monitor Key Performance Indicators (KPIs) and adhere to Service Level Agreements (SLAs)
  • Supervise Team Leads, Trainers, and Quality Assurance (QA) professionals
  • Collaborate with clients and handle escalations effectively
  • Optimize staffing, cost, and productivity levels
  • Mentor future leaders and promote continuous improvement

Requirements

  • 10+ years of experience in BPO, 3+ years in voice process management
  • Strong understanding of contact center metrics, Workforce Management (WFM), and reporting tools
  • Experience with international processes and protocols
  • Proficient in Microsoft Office applications, particularly Excel and PowerPoint
  • Knowledge of industry standards and best practices (COPC, Six Sigma, Lean)
  • Possession of a Master's degree or relevant postgraduate qualification (desired)


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