Voice Process Operations Lead

1 day ago

Bengaluru, Karnataka, India beBeeOperations Full time ₹ 12,35,341 - ₹ 14,38,643
Job Title

Operations Manager

Role and Responsibilities:
  • Serve as a senior-level manager overseeing daily operations of a team to ensure high performance and adherence to organizational standards.
  • Monitor team productivity, attendance, and adherence to company policies, addressing any discrepancies promptly.
  • Provide comprehensive coaching to direct reports to enhance their skills and promote consistent excellence.
  • Identify areas for improvement and implement corrective actions to optimize team efficiency and service delivery.
  • Promote seamless communication with customers and internal stakeholders by handling escalated calls and providing subject matter expertise.
  • Host regular team meetings to keep team members informed and encourage open feedback.
  • Initiate team-building activities to foster engagement and collaboration among team members.
  • Maintain up-to-date knowledge of company procedures, policies, and training requirements.
Required Skills and Qualifications:
  • Bachelor's degree in a relevant field or equivalent experience.
  • Proven track record in voice process management, preferably with 3-5 years of experience.
  • Strong grasp of key performance indicators (KPIs) such as AHT, CSAT, FCR, call quality, service levels, and shrinkage.
  • Familiarity with workforce management principles and practices.
  • Ability to develop and lead team members to meet performance expectations.
  • Exceptional verbal communication and active listening skills.
  • Capacity to multitask, prioritize tasks, and meet deadlines effectively.
  • Experience in managing escalations and driving resolution.
  • Flexibility to work varying schedules.
  • Minimum 2 years of experience as an Operations Manager in a voice process.

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