Senior Business Process Manager

8 hours ago

Erode, Tamil Nadu, India beBeeOperations Full time ₹ 20,00,000 - ₹ 25,00,000

Job Title: Senior Operations Manager

Overview

We are seeking an experienced Senior Operations Leader to head our voice-based business process teams. As a seasoned professional, you will oversee daily delivery, manage performance metrics, and drive process improvements while ensuring client satisfaction and compliance.

Key Responsibilities

  • Lead operations across multiple teams/projects, driving efficiency and productivity.
  • Manage key performance indicators (KPIs) and ensure service level agreement (SLA) adherence.
  • Supervise Team Leads, Trainers, and Quality Assurance professionals.
  • Collaborate with clients and handle escalations in a timely and professional manner.
  • Optimize staffing, cost, and productivity through data-driven decision making.
  • Mentor future leaders and drive continuous improvement initiatives.

Requirements

  • Minimum 10 years of experience in business process outsourcing (BPO), with at least 3 years in voice process management.
  • Strong understanding of contact center metrics, workforce management, and reporting tools.
  • Experience working with international processes, preferably in the US, UK, or Australia.
  • Proficiency in Microsoft Excel, PowerPoint, customer relationship management (CRM) software, and dialers.
  • Familiarity with industry standards such as COPC, Six Sigma, and Lean (a plus).
  • MBA or relevant postgraduate degree (desirable).

About Us

We strive for excellence in delivering top-notch services to our clients. Our goal is to foster a collaborative environment where professionals can thrive and grow.

Benefits

A fulfilling career with opportunities for growth and development awaits you. Join us on this exciting journey

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