Director of Business Process Excellence

2 days ago


Alwar, Rajasthan, India beBeeOperations Full time ₹ 80,00,000 - ₹ 1,20,00,000

Job Title: Operations Manager

About the Role

We are seeking a seasoned operations manager to lead voice-based business process teams.

Main 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 specialists
  • Collaborate with clients and handle escalations
  • Optimize staffing, cost, and productivity
  • Mentor future leaders and drive continuous improvement
Requirements
  • 10+ years in business process outsourcing (BPO), 3+ years in voice process management
  • Strong expertise in contact center metrics, workforce management, and reporting tools
  • Experience with international processes
  • Proficient in Microsoft Excel, PowerPoint, customer relationship management, and dialers
  • Knowledge of COPC, Six Sigma, Lean (preferred)
  • MBA or relevant postgraduate degree (desirable)

This role requires strong leadership skills, attention to detail, and the ability to work effectively in a fast-paced environment.

The successful candidate will have a proven track record of driving process improvements, managing high-performing teams, and delivering exceptional results.



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