Operations Manager Role

3 days ago

Lucknow, Uttar Pradesh, India beBeeManagement Full time ₹ 15,00,000 - ₹ 25,00,000
Operations Management Opportunity

Key Responsibilities:

  • Manage day-to-day operational activities of the voice process, including inbound, outbound, tele-sales, and customer support.
  • Lead a team of supervisors, team leaders, and agents to meet performance metrics and service agreements.
  • Monitor call quality, customer satisfaction, and agent productivity to drive continuous improvement.
  • Develop and implement strategies to enhance first-call resolution and reduce average handling time.
  • Drive training and development initiatives to improve communication and service delivery.
  • Handle escalations and ensure timely resolution of customer concerns.
  • Collaborate with clients and stakeholders to ensure alignment on process requirements.
  • Prepare and share performance insights with management.
  • Implement process improvements to enhance efficiency and customer experience.

Qualifications and Skills:

  • Graduate or postgraduate degree in any discipline.
  • 4–8 years of experience in Business Process Outsourcing (BPO) or call center, with at least 2 years in a managerial or 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.

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 and domestic client processes.

Join our organization where you can apply your skills and experience to make a positive impact. Grow your career with us by taking on new challenges and responsibilities.

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