Process Optimizer

3 days ago

Solapur, Maharashtra, India beBeeOperations Full time ₹ 15,45,000 - ₹ 20,10,500

Job Title: Process Optimizer – Voice Operations Lead

Our organization is seeking a seasoned professional to lead voice-based BPO teams.

Key Responsibilities:

  • Lead process optimization across multiple teams/projects
  • Manage performance metrics and ensure service level 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 initiatives

Skills & Qualifications:

  • 10+ years in business process outsourcing, 3+ years in voice process management
  • Strong proficiency in contact center metrics, workforce management, and reporting tools
  • Experience with international processes and standards
  • Proficient in Microsoft Office, CRM software, and dialing systems
  • Knowledge of COPC, Six Sigma, and Lean principles (desired)
  • Postgraduate degree or relevant certification (preferred)

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