Strategic Operations Director

6 days ago


Shimoga, Karnataka, India beBeeOperations Full time ₹ 18,00,000 - ₹ 22,50,000

Operations Executive Role

We are seeking an experienced Operations Executive to lead voice-based Business Process Outsourcing (BPO) teams. The successful candidate will oversee daily delivery, manage performance metrics, and drive process improvements while ensuring client satisfaction and compliance.

Key Responsibilities:

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

Requirements:

  • At least 10 years of experience in BPO, with 3+ years in voice process management
  • Strong understanding of contact center metrics, Workforce Management (WFM), and reporting tools
  • Experience with international processes (US/UK/AUS)
  • Proficiency in Microsoft Office applications, particularly Excel and PowerPoint, as well as Customer Relationship Management (CRM) software and dialers
  • Knowledge of industry best practices, such as COPC, Six Sigma, and Lean (desired)
  • MBA or relevant postgraduate degree (desired)

Benefits and Growth Opportunities:

  • Professional development opportunities through training and mentorship programs
  • Competitive compensation package including salary, benefits, and bonuses
  • Opportunity to work with a dynamic team of professionals in the field of BPO
  • Chance to make a meaningful impact on client satisfaction and business growth


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