Voice Process Director

2 days ago

Jaipur, Rajasthan, India beBeeoperations Full time ₹ 10,00,000 - ₹ 15,00,000

Job Overview

At the heart of our organization lies a dynamic team of professionals working together to deliver exceptional service. We are seeking an accomplished Operations Manager to lead this vibrant group, guiding them in meeting their performance targets and enhancing customer satisfaction.

  • Take charge of the day-to-day operations of the voice process, encompassing inbound, outbound, tele-sales, and customer support.
  • Empower a team of supervisors, team leaders, and agents to excel in performance metrics and Service Level Agreements.
  • Monitor call quality, customer satisfaction, and agent productivity with utmost diligence.
  • Implement actionable strategies to boost first-call resolution and minimize average handling time.
  • Drive employee development initiatives to enhance communication and service delivery standards.
  • Swiftly address escalations and ensure timely resolutions for customer concerns.
  • Collaborate closely with clients and stakeholders to maintain alignment on process requirements.
  • Prepare insightful Management Information System reports and share key performance insights with management.
  • Develop and implement efficient processes to elevate customer experience and operational efficiency.
  • Maintain adherence to company policies, quality standards, and data security protocols at all times.

Requirements

  • A graduate or postgraduate degree from any accredited institution.
  • 4-8 years of extensive experience in Business Process Outsourcing (BPO)/call center environments, with at least 2 years in managerial/supervisory roles.
  • Strong expertise in voice process management, encompassing both domestic and international processes.
  • Exceptional communication, coaching, and leadership skills.
  • Demonstrable hands-on experience with call center technologies, dialers, and reporting tools.
  • Ability to effectively manage performance metrics such as AHT, CSAT, FCR, and attrition.
  • Willingness to adapt to rotational shifts, including night shifts if required.

About the Opportunity

  • Competitive salary package combined with performance-based incentives.
  • Rapid career growth opportunities within a dynamic organization.

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