Senior Operations Manager

2 weeks ago


Erode, Tamil Nadu, India beBeeCommunication Full time ₹ 12,00,000 - ₹ 15,00,000
Operations Team Lead

Role: International Voice Process Team Leader

Location: Mohali

Key Responsibilities:

  • Team Management:
    • Supervise a team of voice agents.
    • Monitor performance and ensure adherence to targets (KPIs like call quality, average handling time, resolution rate, etc.).
    • Handle team scheduling and attendance.
    • Provide coaching, feedback, and performance evaluations.
  • Operations Oversight:
    • Ensure smooth daily operations of the voice process.
    • Manage escalations and resolve complex customer issues.
    • Maintain service level agreements (SLAs) and ensure quality standards.
  • Training and Development:
    • Assist in onboarding and training new team members.
    • Organize regular skill development and process refresher sessions.
  • Reporting and Analysis:
    • Track and report team metrics.
    • Analyze data to identify trends, gaps, and areas for improvement.
  • Client and Stakeholder Communication:
    • Liaise with international clients and internal stakeholders.
    • Share updates, feedback, and improvement plans.


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