Process Optimization Manager

4 days ago

Varanasi, Uttar Pradesh, India beBeeOperations Full time ₹ 8,00,000 - ₹ 15,00,000
Job Title: Process Optimization Manager

We are seeking a skilled Process Optimization Manager to lead our team in delivering exceptional customer experiences. The successful candidate will be responsible for managing the daily operations of our voice process, encompassing inbound, outbound, tele-sales, and customer support.

Key Responsibilities:
  • • Lead a team of supervisors, team leaders, and agents to meet performance metrics and achieve operational excellence.
      • Monitor call quality, customer satisfaction, and agent productivity to drive continuous improvement.
      • Develop and implement strategies to enhance first-call resolution (FCR) and reduce average handling time (AHT).
      • Drive training initiatives to improve communication and service delivery, ensuring high-quality interactions with customers.
      • Handle escalations and ensure timely resolution of customer concerns, providing effective solutions.
      • Collaborate with clients/stakeholders to align on process requirements, fostering strong relationships and mutual understanding.
      • Prepare MIS reports and share performance insights with management, enabling data-driven decision-making.

Requirements:
  • • A graduate degree in any discipline.
      • 4-8 years of experience in BPO/call center management, including at least 2 years in a supervisory role, with a proven track record of success.
      • Strong expertise in voice process management, with a deep understanding of industry best practices.
      • Excellent communication, coaching, and people management skills, with the ability to inspire and motivate teams.
      • Familiarity with call center technologies, dialers, and reporting tools, ensuring seamless integration and operation.

Candidates must be willing to work flexible shifts, including nights if required, to meet business needs and provide exceptional customer service.

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