Operational Excellence Director

3 days ago

Palakkad, Kerala, India beBeeProcess Full time ₹ 15,00,000 - ₹ 20,00,000

Job Title: Process Optimization Manager

A seasoned process optimization manager is required to lead high-performing voice operations teams.

The successful candidate will oversee daily delivery, manage performance metrics (AHT, CSAT, FCR, SLA), and drive continuous improvement initiatives while ensuring client satisfaction and compliance.

About the Role:

  • Lead voice operations across multiple teams and projects
  • Manage KPIs and ensure SLA adherence
  • Supervise Team Leads, Trainers, and Quality Assurance Specialists
  • Collaborate with clients and handle escalations professionally
  • Optimize staffing, costs, and productivity levels
  • Mentor future leaders and drive business growth through continuous improvement

Key Qualifications:

  • Minimum 10 years of experience in BPO, with at least 3 years in voice process management
  • Strong expertise in contact center metrics, workforce management, and reporting tools
  • Experience with international processes and customer-centric strategies
  • Proficient in Microsoft Office, CRM systems, and dialers
  • Knowledge of COPC, Six Sigma, and Lean methodologies desirable
  • MBA or relevant postgraduate degree a plus

Bonus Points:

  • Prior experience as a Team Lead, Trainer, or Quality Assurance Specialist
  • Fluency in multiple languages (English and other regional languages)
  • Familiarity with industry-specific software and technologies
  • Proven track record of driving business growth and improving operational efficiency

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