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Business Process Enhancement Specialist

2 weeks ago


Kurnool, Andhra Pradesh, India beBeeOperations Full time ₹ 16,00,400 - ₹ 20,95,200
Job Title: Process Optimization Leader

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
Requirements:
  • 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