**Voice Process Operations Leader

12 hours ago


Lucknow, Uttar Pradesh, India beBeeBusiness Full time ₹ 25,00,000 - ₹ 35,00,000

Job Title: Business Operations Manager

Bulletin: We seek a seasoned Operations Management Specialist to lead voice-based BPO teams.

Key Responsibilities:

  • Lead cross-functional operations across multiple projects.
  • Manage Key Performance Indicators (KPIs) and ensure Service Level Agreement (SLA) adherence.
  • SUPERVISE Team Leads, Trainers, and Quality Assurance specialists.
  • Collaborate with clients and handle escalations.
  • Optimize staffing, cost, and productivity.
  • Mentor future leaders and drive continuous process improvements.

Required Skills & Qualifications:

  • 10+ years in Business Process Outsourcing (BPO), 3+ years in voice process management.
  • Strong proficiency in contact center metrics, Workforce Management (WFM), and reporting tools.
  • Experience with international processes (US/UK/AUS).
  • Proficient in Excel, PowerPoint, Customer Relationship Management (CRM), and dialers.
  • Familiarity with Certified Outsourcing Professional Certification (COPC), Six Sigma, Lean methodologies (desired).
  • Possess an MBA or relevant postgraduate degree (preferred).


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