Voice Process Leader

4 days ago

Dindigul, Tamil Nadu, India beBeeOperations Full time ₹ 18,20,000 - ₹ 2,02,50,000

Job Title: Voice Operations Manager

Are you a seasoned professional with expertise in voice-based business process outsourcing (BPO)? We seek an experienced leader to oversee daily delivery, manage performance metrics and drive process improvements.

Key Responsibilities:

  • Lead voice operations across multiple teams/projects
  • Manage key performance indicators (KPIs) and ensure service level agreement (SLA) adherence
  • Supervise team leads, trainers, and quality assurance professionals
  • Collaborate with clients and handle escalations
  • Optimize staffing, cost, and productivity
  • Mentor future leaders and drive continuous improvement

Requirements:

  • 10+ years of experience in BPO, 3+ years in voice process management
  • Strong knowledge of contact center metrics, workforce management, and reporting tools
  • Experience with international processes
  • Proficiency in Microsoft Office, particularly Excel and PowerPoint
  • Knowledge of process excellence frameworks (COPC, Six Sigma, Lean)
  • Possession of a master's degree or relevant postgraduate qualification

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