Senior Voice Process Leader

3 days ago

Kannur, Kerala, India beBeeOperations Full time ₹ 20,00,000 - ₹ 26,00,000
About the Role

This is a senior leadership position responsible for overseeing daily operations of the voice process, encompassing inbound, outbound, tele-sales, and customer support. As an Operations Manager, you will lead a team of supervisors, team leaders, and agents to achieve performance Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).

The ideal candidate will have strong expertise in voice process management and excellent communication, coaching, and people management skills. They will also be hands-on with call center technologies, dialers, and reporting tools, and able to manage performance metrics like Average Handling Time (AHT), Customer Satisfaction (CSAT), First-Call Resolution (FCR), and attrition.

Key Responsibilities
  • Manage daily operations of the voice process, including inbound, outbound, tele-sales, and customer support.
  • Lead a team of supervisors, team leaders, and agents to achieve KPIs and SLAs.
  • Monitor call quality, customer satisfaction, and agent productivity.
  • Implement strategies to enhance first-call resolution and reduce average handling time.
  • Drive training and development initiatives to improve communication and service delivery.
  • Handle escalations and ensure timely resolution of customer concerns.
  • Collaborate with clients and stakeholders to ensure alignment on process requirements.
  • Prepare management information reports and share performance insights with leadership.
  • Implement process improvements to enhance efficiency and customer experience.
  • Ensure adherence to company policies, quality standards, and data security protocols.
Requirements
  • Bachelor's or Master's degree in any field.
  • 4–8 years of experience in Business Process Outsourcing (BPO)/call center operations, with at least 2 years in a managerial/supervisory role.
  • Strong expertise in voice process management.
  • Excellent communication, coaching, and people management skills.
  • Hands-on experience with call center technologies, dialers, and reporting tools.
  • Ability to manage performance metrics like AHT, CSAT, FCR, and attrition.
  • Willingness to work in rotational shifts, including night shifts if required.
We Offer
  • A competitive salary package plus performance-based incentives.
  • Fast-paced career growth opportunities.
  • Training and development programs for professional enhancement.
  • Exposure to global and domestic client processes.

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