Business Process Leader

4 days ago

Malappuram, Kerala, India beBeeManagement Full time ₹ 8,00,000 - ₹ 12,00,000
Operations Manager Job Description

About the Role:

  • As an Operations Manager, you will be responsible for overseeing the day-to-day activities of our voice process, ensuring seamless execution of inbound, outbound, tele-sales, and customer support tasks.
  • Leading a team of supervisors, team leaders, and agents, you will drive performance optimization by setting and achieving KPIs and SLAs.
  • Regularly monitor call quality, customer satisfaction, and agent productivity to identify areas for improvement and implement targeted strategies.
  • Collaborate with clients and stakeholders to ensure alignment on process requirements and foster a culture of continuous improvement.

Key Responsibilities:

  1. Develop and implement process improvements to enhance efficiency and customer experience.
  2. Manage performance metrics like AHT, CSAT, FCR, and attrition to drive business growth.
  3. Ensure compliance with company policies, quality standards, and data security protocols.
  4. Prepare MIS reports and share performance insights with management to inform strategic decisions.

Requirements:

  • A graduate or postgraduate degree in any discipline.
  • 4-8 years of experience in BPO/call center operations, with at least 2 years in a managerial or supervisory role.
  • Strong expertise in voice process management, including domestic and international processes.
  • Excellent communication, coaching, and people management skills.
  • Hands-on experience with call center technologies, dialers, and reporting tools.

What We Offer:

  • An attractive salary package and 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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