Chief Voice Operations Director

2 days ago

Kozhikode, Kerala, India beBeeLeadership Full time ₹ 90,00,000 - ₹ 1,20,00,000
Operations Manager - Voice Process (BPO)

Job Summary:

We are seeking a seasoned Operations Manager to lead our voice-based BPO teams. As a key member of our leadership team, you will oversee daily delivery, manage performance metrics, and drive process improvements while ensuring client satisfaction and compliance.

Key Responsibilities:

  • Lead voice operations across multiple teams/projects
  • 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 continuous improvement

Requirements:

  • 10+ years in BPO, 3+ years in voice process management
  • Strong in contact center metrics, WFM, and reporting tools
  • Experience with international processes (US/UK/AUS)
  • Proficient in Excel, PowerPoint, CRM, and dialers
  • Knowledge of COPC, Six Sigma, Lean (preferred)
  • MBA or relevant postgrad degree (desirable)

About the Role:

This is an excellent opportunity for experienced professionals to take on new challenges and make a meaningful impact. If you have a passion for leading high-performing teams and driving business results, we encourage you to apply.

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