
Senior Business Operations Manager
6 days ago
We are seeking an experienced Business Operations Leader to manage our daily voice process, lead a team of supervisors and agents, and implement strategies to enhance first-call resolution and reduce average handling time.
The ideal candidate will have:
- A Graduate or Postgraduate degree in any discipline.
- 4–8 years of experience in BPO/call center management with at least 2 years in a leadership role.
- Strong expertise in voice process management.
- Excellent communication, coaching, and people management skills.
- Hands-on experience with call center technologies.
Key responsibilities include:
- Managing the voice process on a daily basis.
- Leading a team of supervisors and agents to meet performance KPIs and SLAs.
- Monitoring call quality and customer satisfaction.
- Implementing strategies to enhance first-call resolution and reduce average handling time.
- Training and developing team members.
- Handling escalations and resolving customer concerns.
Requirements for the role include:
- Leadership skills with experience managing performance metrics.
- Flexibility to work in rotational shifts, including night shifts if required.
Benefits of this role include:
- An attractive salary package plus performance-based incentives.
- Fast-paced career growth opportunities.
- Training and development programs for professional enhancement.
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