Chief Operations Strategist

5 days ago

Palakkad, Kerala, India beBeeOperations Full time ₹ 15,00,000 - ₹ 25,15,000
Senior Operations Coordinator

Job Overview:

We are seeking a highly skilled Senior Operations Coordinator to lead our day-to-day operations, drive performance improvements, and enhance the customer experience.

Key Responsibilities:

  • Manage the efficient operation of our voice process, including inbound, outbound, and tele-sales/customer support activities.
  • Lead a team of supervisors, team leaders, and agents to meet key performance indicators (KPIs) and service level agreements (SLAs).
  • Monitor call quality, customer satisfaction, and agent productivity to identify areas for improvement.
  • Develop and 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 skills.
  • Handle escalations and ensure timely resolution of customer concerns in a professional and courteous manner.
  • Collaborate with clients and stakeholders to ensure alignment on process requirements and expectations.
  • Prepare and analyze management information system (MIS) reports to share performance insights with management.
  • Implement process improvements to enhance efficiency and customer experience while ensuring compliance with company policies and quality standards.

Requirements:

  • A graduate or postgraduate degree in any discipline.
  • 4–8 years of experience in business process outsourcing (BPO) or call center management, 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 to lead and motivate teams.
  • Hands-on experience with call center technologies, dialers, and reporting tools to drive performance and efficiency.
  • Ability to manage performance metrics such as Average Handling Time (AHT), Customer Satisfaction (CSAT), First-Call Resolution (FCR), and attrition rates.
  • Willingness to work in rotational shifts, including night shifts if required, to meet business needs.

What We Offer:

  • An attractive salary package and performance-based incentives to recognize and reward outstanding performance.
  • Fast-paced career growth opportunities to help you achieve your career goals.
  • Training and development programs to enhance your professional skills and knowledge.
  • Exposure to global and domestic client processes to broaden your experience and expertise.

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