Operations Executive

1 day ago

Aurangabad, Maharashtra, India beBeeOperations Full time ₹ 8,00,000 - ₹ 12,00,000

Job Summary:

We are seeking a seasoned Operations Manager to oversee our day-to-day operations.

Key Responsibilities
  • Strategic Oversight: Provide guidance and leadership to voice process teams, ensuring seamless execution of inbound, outbound, tele-sales, and customer support initiatives.
  • Team Leadership: Supervise supervisors, team leaders, and agents to meet performance KPIs and SLAs, promoting a culture of excellence and accountability.
  • Performance Monitoring: Track call quality, customer satisfaction, and agent productivity, identifying areas for improvement and implementing data-driven solutions.
  • Process Enhancement: Develop and implement strategies to enhance first-call resolution (FCR) and reduce average handling time (AHT), driving business growth and customer loyalty.
  • Talent Development: Foster a learning environment, providing coaching and training initiatives to improve communication and service delivery skills among team members.
  • Escalation Management: Effectively resolve customer concerns in a timely manner, maintaining high levels of customer satisfaction.
  • Client Collaboration: Ensure alignment with clients on process requirements, fostering strong relationships and delivering exceptional results.
  • Business Intelligence: Prepare and share performance insights with management, informing strategic decisions and driving business success.
  • Compliance Assurance: Maintain adherence to company policies, quality standards, and data security protocols, upholding the highest standards of integrity and ethics.

Requirements:

  • Education: Bachelor's or Master's degree in any discipline.
  • Experience: 4-8 years of experience in BPO/call center management, with at least 2 years in a supervisory role.
  • Skills: Strong expertise in voice process management, excellent communication, coaching, and people management skills.
  • Technology: Proficiency in call center technologies, dialers, and reporting tools.
  • Performance Metrics: Manage key performance indicators like AHT, CSAT, FCR, and attrition.

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