Operational Excellence Director

3 days ago


Vellore, Tamil Nadu, India beBeeManagement Full time ₹ 10,00,000 - ₹ 17,50,000
Job Title:

Operations Manager


">Key Responsibilities:
  • Oversee daily voice process operations, encompassing inbound, outbound, tele-sales, and customer support.
  • Supervise a team of supervisors, team leaders, and agents to achieve performance KPIs and SLAs.
  • Monitor call quality, customer satisfaction, and agent productivity, driving improvements in first-call resolution (FCR) and average handling time (AHT).
  • Develop and implement strategies to enhance communication and service delivery, ensuring timely resolution of customer concerns.
  • Collaborate closely with clients and stakeholders to ensure alignment on process requirements.
  • Prepare and share meaningful insights from MIS reports with management.
Requirements:
  • Postgraduate degree in any field or equivalent experience.
  • At least 4-8 years of experience in BPO or call center management, with a minimum of 2 years in a supervisory role.
  • Strong expertise in voice process management, including domestic and international operations.
  • Excellent communication, coaching, and people management skills.
  • Hands-on experience with call center technologies, dialers, and reporting tools.


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