Senior Process Coordinator

24 hours ago

Vadodara, Gujarat, India beBeeOperations Full time ₹ 15,00,000 - ₹ 20,00,000
Job Overview

An Operations Manager plays a pivotal role in driving the success of our voice process operations. The successful candidate will be responsible for overseeing the day-to-day activities, ensuring seamless execution and high-quality service delivery.

Main Responsibilities
  • Team Leadership: Manage a team of supervisors, team leaders, and agents to achieve performance objectives and meet Service Level Agreements (SLAs).
  • Call Quality Monitoring: Regularly monitor call quality, customer satisfaction, and agent productivity to identify areas for improvement.
  • Strategic Planning: Develop and implement strategies to enhance First-Call Resolution (FCR) rates and reduce Average Handling Time (AHT).
  • Training and Development: Design and deliver training initiatives to enhance communication skills and service delivery standards.
  • Customer Escalations: Effectively handle escalations and ensure timely resolution of customer concerns.
  • Client Alignment: Foster strong relationships with clients/stakeholders to ensure alignment on process requirements.
  • Reporting and Analytics: Prepare Management Information System (MIS) reports and provide performance insights to management.
  • Process Improvements: Identify opportunities for process improvements to enhance efficiency and customer experience.
Requirements
  • Education: Bachelor's or Master's degree in any field.
  • Experience: 4–8 years of experience in BPO/call center operations, with at least 2 years in a managerial/supervisory role.
  • Skills: Strong expertise in voice process management, excellent communication, coaching, and people management skills.
  • Technical Skills: Proficiency in call center technologies, dialers, and reporting tools.
  • Performance Metrics: Ability to manage performance metrics like AHT, CSAT, FCR, and attrition.
  • Shift Work: Willingness to work in rotational shifts, including night shifts if required.
What We Offer
  • Salary Package: Competitive salary package plus performance-based incentives.
  • Career Growth: Opportunities for fast-paced career growth.
  • Training and Development: Training programs for professional enhancement.
  • Client Exposure: Exposure to global/domestic client processes.

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