
**Voice Process Operations Leader
12 hours ago
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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