Operations Supervisor Role

5 days ago

Mysore, Karnataka, India beBeeOperations Full time ₹ 12,00,000 - ₹ 18,00,000

Key Responsibilities:

  • Oversee day-to-day operations of the voice process, ensuring seamless execution of inbound, outbound, and tele-sales/customer support.
  • Leverage strong leadership skills to motivate and guide a team of supervisors, team leaders, and agents, driving performance and quality excellence.
  • Closely monitor call quality, customer satisfaction, and agent productivity, identifying areas for improvement and implementing targeted strategies to enhance first-call resolution (FCR) and reduce average handling time (AHT).
  • Design and implement comprehensive training programs to bolster communication, coaching, and people management skills among team members, fostering employee engagement and growth.
  • Expertly handle escalations, ensuring timely resolution of customer concerns while maintaining a positive and professional demeanor.
  • Cultivate close relationships with clients/stakeholders to guarantee alignment on process requirements, delivering exceptional results and exceeding expectations.
  • Analyze MIS reports, providing actionable insights and recommendations to inform strategic decisions and drive business outcomes.

Requirements:

  • Bachelor's or Master's degree in a relevant field.
  • 4–8 years of experience in BPO/call center, with at least 2 years in a managerial/supervisory role, showcasing expertise in voice process management and leadership skills.
  • Profound knowledge of voice process management, including domestic and international processes.
  • Superior communication, coaching, and people management skills, with the ability to inspire and motivate team members.
  • Familiarity with call center technologies, dialers, and reporting tools, with the ability to analyze data and drive business outcomes.
  • Able to manage performance metrics like AHT, CSAT, FCR, and attrition, making informed decisions to improve team performance.
  • Flexibility to work in rotational shifts, including night shifts if required, demonstrating adaptability and a willingness to go above and beyond.

We Offer:

  • A competitive salary package, complemented by performance-based incentives that recognize individual and team achievements.
  • Fast-paced career growth opportunities, with access to training and development programs that enhance professional skills and knowledge.
  • Exposure to global/domestic client processes, offering chances to develop expertise and build relationships with key stakeholders.

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