Senior Team Manager

6 hours ago

Dombivli, Maharashtra, India beBeeManagement Full time ₹ 8,00,000 - ₹ 15,00,000

Job Title: Senior Team Manager

We are seeking a skilled professional to lead and oversee voice-based BPO operations.

The ideal candidate will manage daily delivery, monitor performance metrics (AHT, CSAT, FCR, SLA), and drive process improvements while ensuring client satisfaction and compliance.

Main 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
Required Skills and Qualifications:
  • 10+ years in BPO, 3+ years in voice process management
  • Strong in contact center metrics, WFM, and reporting tools
  • Experience with international processes
  • Proficient in Excel, PowerPoint, CRM, and dialers
  • Knowledge of COPC, Six Sigma, Lean
  • MBA or relevant postgrad degree
Why Choose Us:

People-Connexions is a company that aims to connect people and provide them with opportunities to grow and develop their skills.

If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply.

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