Operations Director for Voice Process

1 week ago

Kottayam, Kerala, India beBeeLeadership Full time ₹ 80,00,000 - ₹ 1,20,00,000

Job Summary:

We are seeking a seasoned Operations Director to oversee our international voice process operations in a dynamic environment. The successful candidate will be responsible for leading a team of voice agents, ensuring smooth daily operations, and maintaining quality standards.

Key Responsibilities:

  • Team Management:
    • Supervise a team of voice agents to ensure they meet targets and adhere to quality standards.
    • Monitor performance, provide coaching, feedback, and performance evaluations to improve team efficiency.
  • Operations Oversight:
    • Ensure the daily voice process runs smoothly by managing escalations and resolving complex customer issues.
    • Maintain service level agreements (SLAs) and ensure quality standards are met.
  • Training and Development:
    • Assist in onboarding and training new team members to enhance their skills and knowledge.
    • Organize regular skill development and process refresher sessions to keep the team updated.
  • Reporting and Analysis:
    • Track and report team metrics to identify trends, gaps, and areas for improvement.
    • Analyze data to make informed decisions and drive business growth.
  • Client and Stakeholder Communication:
    • Liaise with international clients and internal stakeholders to share updates, feedback, and improvement plans.

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