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Business Operations Supervisor

2 weeks ago

Bharatpur, Rajasthan, India beBeeoperations Full time ₹ 10,00,000 - ₹ 25,00,000

Job Title: Business Operations Supervisor

We are seeking an experienced Business Operations Supervisor to lead our team in managing day-to-day voice process operations. The successful candidate will be responsible for driving performance improvement, enhancing customer satisfaction and ensuring compliance with quality standards.

Key Responsibilities:
  • Manage Day-to-Day Operations: Oversee the management of inbound, outbound, tele-sales and customer support processes to ensure seamless delivery of services.
  • Lead a Team: Lead a team of supervisors, team leaders and agents to meet performance Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
  • Monitor Quality and Productivity: Monitor call quality, customer satisfaction and agent productivity to identify areas for improvement.
  • Implement Process Improvements: Develop and implement strategies to enhance first-call resolution (FCR), reduce average handling time (AHT) and improve overall efficiency.
  • Handle Escalations: Manage escalations and ensure timely resolution of customer concerns.
  • Collaborate with Stakeholders: Work closely with clients and stakeholders to ensure alignment on process requirements.
  • Provide Training and Development: Drive training and development initiatives to enhance communication and service delivery skills among team members.
  • Maintain Compliance: Ensure compliance with company policies, quality standards and data security protocols.
Requirements:
  • A graduate or postgraduate degree in any discipline.
  • Four to eight years of experience in Business Process Outsourcing (BPO)/call center, with at least two years in a managerial/supervisory role.
  • Strong expertise in voice process management, including domestic and international processes.
  • Excellent communication, coaching and people management skills.
  • Hands-on experience with call center technologies, dialers and reporting tools.
  • Ability to manage performance metrics such as AHT, CSAT, FCR and attrition.
  • Willingness to work in rotational shifts, including night shifts if required.
What We Offer:
  • An attractive salary package and performance-based incentives.
  • Fast-paced career growth opportunities.
  • Training and development programs for professional enhancement.
  • Exposure to global/domestic client processes.