Senior Process Leader

21 hours ago

Cochin, Kerala, India beBeeOperationalExcellence Full time ₹ 8,00,000 - ₹ 12,00,000
Key Performance Indicators and Operational Excellence

We are seeking a highly skilled Operations Manager to lead our team of supervisors, team leaders, and agents in meeting performance Key Performance Indicators (KPIs) & Service Level Agreements (SLAs).

The successful candidate will be responsible for managing day-to-day operations of the voice process, including inbound, outbound, tele-sales, and customer support. They will also monitor call quality, customer satisfaction, and agent productivity.

  • First-Call Resolution (FCR) and Average Handling Time (AHT)
  • Customer Satisfaction (CSAT) and Agent Productivity

The Operations Manager will implement strategies to enhance FCR and reduce AHT, as well as drive training and development initiatives to improve communication and service delivery. They will handle escalations and ensure timely resolution of customer concerns, working closely with clients/stakeholders to ensure alignment on process requirements.

This role requires a strong expertise in voice process management, excellent communication, coaching, and people management skills, as well as hands-on experience with call center technologies, dialers, and reporting tools. The ideal candidate will have a Graduate/Postgraduate degree in any discipline and 4–8 years of experience in BPO/call center, with at least 2 years in a managerial/supervisory role.

Requirements and Qualifications
  • Graduate/Postgraduate in any discipline.
  • 4–8 years of experience in BPO/call center, with at least 2 years in a managerial/supervisory role.
  • Strong expertise in voice process management.
  • Excellent communication, coaching, and people management skills.
  • Hands-on experience with call center technologies, dialers, and reporting tools.
Benefits and Opportunities
  • Attractive salary package + performance-based incentives.
  • Fast-paced career growth opportunities.
  • Training & development programs for professional enhancement.
What We Offer

We offer a dynamic work environment, competitive compensation, and opportunities for career advancement. If you are a motivated and results-driven individual who is passionate about operational excellence, we encourage you to apply for this exciting opportunity.

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