Voice Process Operations Leader

2 days ago


Belgaum, Karnataka, India beBeeManagement Full time ₹ 8,00,000 - ₹ 15,00,000
Operations Manager Job

This is a career opportunity to lead and manage day-to-day operations of voice processes. The right candidate will have a graduate or postgraduate degree in any field and 4-8 years of experience in BPO/call center management.

Responsibilities:
  • Manage inbound, outbound, and tele-sales/customer support processes for seamless customer experience.
  • Lead supervisors, team leaders, and agents to meet performance KPIs & SLAs.
  • Monitor call quality, customer satisfaction, and agent productivity for areas of improvement.
  • Implement strategies for enhanced first-call resolution (FCR) and reduced average handling time (AHT).
Requirements:
  • Strong expertise in voice process management.
  • Excellent communication, coaching, and people management skills.
What We Offer:
  • A competitive salary package + performance-based incentives.
  • Fast-paced career growth opportunities.
  • Training & development programs for professional enhancement.
Additional Information:
  • Ability to manage performance metrics like AHT, CSAT, FCR, and attrition.
  • Willingness to work in rotational shifts (including night shifts, if required).


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