Voice Process Delivery Specialist

3 days ago

Kolkata, West Bengal, India beBeeOperational Full time ₹ 17,50,000 - ₹ 24,75,000

Job Title: Process Excellence Lead

We are seeking an experienced leader to oversee the delivery of high-quality voice-based BPO services. As a key member of our team, you will be responsible for managing daily operations, ensuring client satisfaction and compliance, and driving process improvements.

Key Responsibilities:
  • Lead voice operations teams to achieve exceptional customer experience and service level agreements
  • Manage key performance indicators (KPIs) such as Average Handling Time (AHT), Customer Satisfaction (CSAT), First Call Resolution (FCR), and Service Level Agreement (SLA)
  • Supervise Team Leads, Trainers, and Quality Assurance specialists to ensure seamless service delivery
  • Collaborate with clients and handle escalations in a professional and timely manner
  • Optimize staffing levels, costs, and productivity to maximize efficiency and minimize waste
  • Mentor future leaders and drive continuous improvement through process analysis and optimization
Required Skills and Qualifications:
  • 10+ years of experience in Business Process Outsourcing (BPO), with 3+ years in voice process management
  • Strong knowledge of contact center metrics, Workforce Management (WFM), and reporting tools
  • Experience with international processes and ability to adapt to changing requirements
  • Proficient in Microsoft Office applications, including Excel, PowerPoint, and CRM software
  • Knowledge of industry-recognized certifications such as COPC, Six Sigma, and Lean (desirable)
  • MBA or relevant postgraduate degree (desired)

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