Process Management Lead

2 weeks ago


Ellore, Andhra Pradesh, India beBeeManagement Full time ₹ 8,00,000 - ₹ 15,00,000

Job Title: Process Management Lead

Key Responsibilities:
  • Oversee daily voice process operations, encompassing inbound, outbound, telesales, and customer support.
  • Direct 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 improvement initiatives.
  • Implement strategies to enhance first-call resolution (FCR) and reduce average handling time (AHT).
  • Drive training and development programs to improve communication and service delivery skills among team members.
  • Handle escalations and ensure timely resolution of customer concerns in a professional manner.
  • Collaborate closely with clients and stakeholders to ensure alignment on process requirements and deliverables.
  • Prepare and share management information system (MIS) reports to inform business decisions and strategy.
  • Identify and implement process improvements to enhance efficiency and customer experience.
Requirements:
  • Graduate or postgraduate degree in any discipline.
  • 4-8 years of experience in business process outsourcing (BPO) or call center environments, with at least 2 years in a managerial or supervisory role.
  • Strong expertise in voice process management, with experience in domestic and international markets.
  • Excellent communication, coaching, and people management skills to motivate and develop team members.
  • Hands-on experience with call center technologies, dialers, and reporting tools to drive operational efficiency.
  • Ability to manage and analyze performance metrics, including Average Handling Time (AHT), Customer Satisfaction (CSAT), First-Call Resolution (FCR), and attrition rates.
  • Flexibility to work in rotational shifts, including night shifts if required.


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