
Director of Business Process Excellence
2 days ago
Job Title: Operations Manager
About the RoleWe 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
- 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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