Business Process Operations Leader

13 hours ago

Nashik, Maharashtra, India beBeeOperation Full time ₹ 12,00,000 - ₹ 25,00,000

We are looking for a seasoned BPO professional to lead our voice process team.

Job Description:

Key Responsibilities:

  • To manage the day-to-day operations of the voice process and ensure seamless delivery of services to clients.
  • To lead a team of supervisors, team leaders, and agents to achieve performance goals and objectives.
  • To monitor call quality, customer satisfaction, and agent productivity.
  • To implement strategies to enhance first-call resolution (FCR) and reduce average handling time (AHT).
  • To drive training and development initiatives to improve communication and service delivery.
  • To handle escalations and ensure timely resolution of customer concerns.
  • To work closely with clients/stakeholders to ensure alignment on process requirements.
  • To prepare MIS reports and share performance insights with management.
  • To implement process improvements to enhance efficiency and customer experience.

Requirements:

  • A graduate/postgraduate degree in any discipline.
  • 4–8 years of experience in BPO/call center, with at least 2 years in a managerial/supervisory role.
  • Strong expertise in voice process management (domestic/international).
  • Excellent communication, coaching, and people management skills.
  • Hands-on experience with call center technologies, dialers, and reporting tools.
  • Ability to manage performance metrics like AHT, CSAT, FCR, and attrition.
  • Willingness to work in rotational shifts (including night shifts, if required).
Benefits:

  • An attractive salary package plus performance-based incentives.
  • Fast-paced career growth opportunities.
  • Training & development programs for professional enhancement.
  • Exposure to global/domestic client processes.

About the Role:

We are seeking an experienced Operations Manager to lead our voice process team. The successful candidate will have a strong background in BPO/call center management, excellent communication and people skills, and the ability to drive business results through process improvement and team leadership.

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