Key Operations Executive

2 days ago

Agra, Uttar Pradesh, India beBeeOperations Full time ₹ 10,00,000 - ₹ 15,00,000

As a seasoned operations leader, you will oversee the day-to-day management of our voice process, encompassing inbound/outbound/tele-sales/customer support. Your role will involve leading a team of supervisors, team leaders, and agents to achieve performance Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).

  • Lead a high-performing team: Foster a culture of excellence, drive performance improvement, and ensure seamless collaboration among team members.
  • Monitor quality and productivity: Regularly assess call quality, customer satisfaction, and agent productivity to identify areas for enhancement.
  • Drive training and development initiatives: Implement comprehensive training programs to enhance communication skills, service delivery, and first-call resolution rates.
  • Manage escalations and client relationships: Effectively handle customer complaints, resolve issues promptly, and maintain strong relationships with clients/stakeholders.

Requirements:

  • Graduate/Postgraduate degree: A bachelor's or master's degree in any field is essential.
  • Management experience: 4-8 years of experience in Business Process Outsourcing (BPO)/call center management, with at least 2 years in a supervisory/managerial role.
  • Technical expertise: Strong knowledge of voice process management, including domestic and international operations.
  • Communication and coaching skills: Excellent verbal and written communication, coaching, and people management skills are required.
  • Call center technology: Familiarity with call center technologies, dialers, and reporting tools is necessary.
  • Performance metrics: Ability to manage and analyze performance metrics like Average Handling Time (AHT), Customer Satisfaction (CSAT), First-Call Resolution (FCR), and attrition rates.
  • Flexibility: Willingness to work in rotational shifts, including night shifts if required.

What We Offer:

  • Competitive salary package: Attractive remuneration with performance-based incentives.
  • Career growth opportunities: Fast-paced career advancement prospects.
  • Training and development: Comprehensive training programs for professional growth and enhancement.
  • Global exposure: Opportunity to work with global/domestic clients and processes.

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