Global Voice Operations Director

4 days ago

Gulbarga, Karnataka, India beBeeManagement Full time ₹ 8,00,000 - ₹ 15,00,000

Job Title:

Operations Manager

Job Description:

Role-Team Leader-International Voice Process.

Based in Mohali, we are seeking a seasoned Operations Manager to oversee our international voice process. As a key member of our team, you will be responsible for ensuring smooth daily operations, managing escalations, and resolving complex customer issues.

Key Responsibilities:

  • Team Management: Supervise a team of voice agents, monitor performance, and ensure adherence to targets (KPIs like call quality, average handling time, resolution rate, etc.).
  • Operations Oversight: Manage escalations, resolve complex customer issues, maintain service level agreements (SLAs), and ensure quality standards.
  • Training and Development: Assist in onboarding and training new team members, organize regular skill development and process refresher sessions.
  • Reporting and Analysis: Track and report team metrics, analyze data to identify trends, gaps, and areas for improvement.
  • Client and Stakeholder Communication: Liaise with international clients and internal stakeholders, share updates, feedback, and improvement plans.

Requirements:

  • Minimum 3 years of experience in operations management or a related field.
  • Proven track record of success in team leadership, conflict resolution, and stakeholder management.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Ability to work in a fast-paced environment and adapt to changing priorities.
  • Strong analytical and technical skills, with proficiency in MS Office and other software applications.

What We Offer:

  • A competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A dynamic and supportive work environment.
  • The chance to make a meaningful contribution to a global organization.

How to Apply:

If you are a motivated and experienced Operations Manager looking for a new challenge, please submit your resume and cover letter for consideration.

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