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Business Operations Director

3 weeks ago

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Job Title: Operations Manager

As a seasoned Operations Director, you will oversee the daily operations of our voice process, including inbound, outbound, tele-sales, and customer support.

  • Lead a team of supervisors, team leaders, and agents to meet performance Key Performance Indicators (KPIs) & Service Level Agreements (SLAs).
  • Monitor call quality, customer satisfaction, and agent productivity.
  • Implement strategies to enhance first-call resolution (FCR) and reduce average handling time (AHT).
  • Drive training and development initiatives to improve communication and service delivery.
  • Handle escalations and ensure timely resolution of customer concerns.
  • Work closely with clients/stakeholders to ensure alignment on process requirements.
  • Prepare Management Information System (MIS) reports and share performance insights with management.
  • Implement process improvements to enhance efficiency and customer experience.

The ideal candidate will possess:

  • A graduate or postgraduate degree in any discipline.
  • 4–8 years of experience in Business Process Outsourcing (BPO)/call center, with at least 2 years in a managerial/supervisory role.
  • Strong expertise in voice process management (domestic/international).
  • Excellent communication, coaching, and people management skills.
  • Hands-on experience with call center technologies, dialers, and reporting tools.
  • Ability to manage performance metrics like AHT, CSAT, FCR, and attrition.