Chief Voice Process Officer

3 days ago


Bellary, Karnataka, India beBeeLeadership Full time ₹ 10,00,000 - ₹ 18,00,000
Operations Manager – Voice Process (BPO)

Location: Bengaluru, India

Type: Full-time

Shifts: Rotational Shift including night shifts

Work Mode: On-site

Seniority Level: Mid-Senior

We are seeking a seasoned Operations Manager to lead voice-based BPO teams.

Key Responsibilities:

  • Lead voice operations across multiple teams/projects
  • Manage performance metrics and ensure Service Level Agreement (SLA) adherence
  • Supervise Team Leads, Trainers, and Quality Assurance Specialists
  • Collaborate with clients and handle escalations
  • Optimize staffing, cost, and productivity
  • Mentor future leaders and drive continuous improvement

Requirements:

  • 10+ years in Business Process Outsourcing (BPO), 3+ years in voice process management
  • Strong knowledge of contact center metrics, Workforce Management, and reporting tools
  • Experience with international processes
  • Proficient in Excel, PowerPoint, Customer Relationship Management (CRM), and dialers
  • Knowledge of Certified Outsourcing Professional (COPC), Six Sigma, and Lean (desired)
  • MBA or relevant postgraduate degree (preferred)

About This Role:

This is an excellent opportunity for experienced professionals to take on a leadership position and drive business growth.



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