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Business Process Enhancement Specialist
2 weeks ago
A seasoned professional with 10+ years of experience in BPO and 3+ years in voice process management is sought to lead cross-functional teams. The ideal candidate will oversee daily operations, manage performance metrics (AHT, CSAT, FCR, SLA), and drive continuous improvement.
Key Responsibilities:- Lead multiple teams/projects across the organization
- 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 sustainable growth
- Strong background in contact center metrics, workforce management, and reporting tools
- Experience with international processes and proficiency in Excel, PowerPoint, CRM, and dialers
- Knowledge of COPC, Six Sigma, Lean a plus
- MBA or relevant postgrad degree desirable