Executive Voice Process Leader

5 days ago

Guntur, Andhra Pradesh, India beBeeManagement Full time ₹ 7,50,000 - ₹ 15,00,000
Leadership Role

We are seeking a talented Operations Manager to oversee our daily voice processes, including inbound, outbound, tele-sales, and customer support.

This is an exciting opportunity for a results-driven professional to lead supervisors, team leaders, and agents in meeting performance metrics and service level agreements.

The successful candidate will maintain high-quality calls, satisfied customers, and productive agents while implementing strategies for improved first-call resolution and reduced average handling time.

Key responsibilities include fostering communication and service delivery through training and development initiatives, handling escalated issues, and resolving customer concerns in a timely manner.

Candidates must be able to collaborate with clients and stakeholders to ensure alignment on process requirements, prepare and share management reports, and enhance efficiency and customer experience through process improvements.

To succeed in this role, you should have a graduate or postgraduate degree in any field, 4–8 years of experience in BPO/call center operations, and strong expertise in voice process management.

Excellent communication, coaching, and people management skills are essential, along with hands-on experience with call center technologies, dialers, and reporting tools.

Additionally, you should be able to manage performance metrics like AHT, CSAT, FCR, and attrition, and be flexible to work in rotational shifts, including night shifts if required.

  • Competitive salary package + performance-based incentives
  • Fast-paced career growth opportunities
  • Training & development programs for professional enhancement
  • Exposure to global/domestic client processes

As an Operations Manager at our organization, you will play a vital role in driving business success and delivering exceptional customer experiences. If you are a strategic thinker with excellent leadership skills, we encourage you to apply for this exciting opportunity.

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