Voice Process Manager Lead

24 hours ago


Vellore, Tamil Nadu, India beBeeProcess Full time ₹ 8,00,000 - ₹ 16,00,000
Job Opportunity: Process Excellence Lead

Job Title: Process Excellence Lead – Voice Process

Location: Bengaluru, India

Employment Type: Full-time

Shifts: Rotational Shift including night shifts

Work Mode: On-site

Seniority Level: Mid-Senior

Job Summary

Our organization seeks a seasoned leader to spearhead process excellence initiatives. You will oversee daily delivery, manage performance metrics (AHT, CSAT, FCR, SLA), and drive process improvements while ensuring client satisfaction and compliance.

Key Responsibilities

  • Lead voice operations across multiple teams/projects
  • Manage KPIs and ensure SLA adherence
  • Supervise Team Leads, Trainers, and QAs
  • Collaborate with clients and handle escalations
  • Optimize staffing, cost, and productivity
  • Mentor future leaders and drive continuous improvement

Requirements & Qualifications

  • 10+ years in BPO, 3+ years in voice process management
  • Strong in contact center metrics, WFM, and reporting tools
  • Experience with international processes (US/UK/AUS)
  • Proficient in Excel, PowerPoint, CRM, and dialers
  • Knowledge of COPC, Six Sigma, Lean (preferred)
  • MBA or relevant postgrad degree (desirable)

 



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