Voice Process Executive

1 week ago


Jodhpur, Rajasthan, India beBeeOperations Full time ₹ 15,00,000 - ₹ 20,00,000
Operations Manager Job Description

This role is responsible for overseeing the day-to-day operations of a voice process, encompassing inbound, outbound, tele-sales, and customer support.

Main Responsibilities:
  • Manage Day-to-Day Operations: Direct team members to achieve performance goals & service level agreements (SLAs).
  • Monitor Quality and Productivity: Ensure call quality, customer satisfaction, and agent productivity meet or exceed expectations.
  • Implement Strategies: Enhance first-call resolution (FCR) and reduce average handling time (AHT).
  • Drive Training and Development: Improve communication and service delivery through coaching and training initiatives.
  • Handle Escalations: Resolve customer concerns in a timely manner.
  • Client Alignment: Collaborate with clients/stakeholders to ensure alignment on process requirements.
  • MIS Reporting: Prepare reports and share performance insights with management.
Requirements:
  • Education: A graduate/postgraduate degree in any discipline.
  • Experience: 4-8 years in BPO/call center, with at least 2 years in a managerial/supervisory role.
  • Skills: Strong expertise in voice process management, excellent communication, coaching, and people management skills.
  • Technology: Hands-on experience with call center technologies, dialers, and reporting tools.
  • Performance Metrics: Ability to manage metrics like AHT, CSAT, FCR, and attrition.
What We Offer:
  • Attractive Salary Package: Competitive salary package + performance-based incentives.
  • Career Growth Opportunities: Fast-paced career growth opportunities.
  • Training and Development: Professional enhancement through training & development programs.
  • Global Exposure: Exposure to global/domestic client processes.


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