Operations Specialist

1 day ago

Surat, Gujarat, India beBeeDemand Full time ₹ 80,00,000 - ₹ 1,20,00,000

Job Title:

Demand Manager

Key Responsibilities:

  • Oversee the day-to-day operations of the contact center, encompassing inbound, outbound, sales, and customer support.
  • Lead a team of supervisors, team leaders, and agents to meet performance Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
  • Monitor call quality, customer satisfaction, and agent productivity to drive improvements.
  • Develop strategies to enhance first-call resolution (FCR) and reduce average handling time (AHT).
  • Promote training and development initiatives to improve communication and service delivery excellence.
  • Handle escalations and ensure timely resolution of customer concerns, fostering a positive experience.
  • Collaborate with clients and stakeholders to align on process requirements, ensuring mutual understanding.
  • Prepare Management Information System (MIS) reports and share performance insights with management for data-driven decision-making.
  • Implement process enhancements to boost efficiency and customer satisfaction, staying compliant with company policies and quality standards.

Requirements:

  • A bachelor's or master's degree in any field.
  • 4–8 years of experience in Business Process Outsourcing (BPO) or contact center environments, with at least 2 years in a managerial or supervisory role.
  • Strong expertise in contact center management, including domestic and international operations.
  • Excellent communication, coaching, and people management skills, with a focus on employee development.
  • Hands-on experience with contact center technologies, dialers, and reporting tools to streamline processes.
  • The ability to manage performance metrics like AHT, Customer Satisfaction (CSAT), FCR, and attrition, driving continuous improvement.
  • A willingness to work flexible shifts, including night shifts if required, demonstrating adaptability and teamwork.

What We Offer:

  • An attractive salary package and performance-based incentives that recognize and reward outstanding contributions.
  • Fast-paced career growth opportunities that foster professional development and advancement.
  • Comprehensive training and development programs designed to enhance skills and knowledge.
  • Exposure to global and domestic client processes, broadening perspectives and experiences.

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