Business Operations Manager

1 week ago

Gulbarga, Karnataka, India beBeeOperations Full time ₹ 10,05,000 - ₹ 20,10,000
Job Overview

We are seeking a seasoned operations leader to oversee our voice process, ensuring seamless execution and exceptional customer experience.

  • The successful candidate will manage day-to-day operations, including inbound, outbound, tele-sales, and customer support.
  • They will lead a team of supervisors, team leaders, and agents to meet performance Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
  • A key responsibility will be monitoring call quality, customer satisfaction, and agent productivity.
  • The ideal candidate will implement strategies to enhance First-Call Resolution (FCR) and reduce Average Handling Time (AHT).
  • They will drive training and development initiatives to improve communication and service delivery.
  • Escalation management and timely resolution of customer concerns will also be critical.
  • Close collaboration with clients and stakeholders is essential to ensure alignment on process requirements.
  • MIS reporting and sharing performance insights with management will round out the role.
  • The operations manager will also be responsible for implementing process improvements to enhance efficiency and customer experience.

Requirements

  • A graduate or postgraduate degree in any discipline is required.
  • 4–8 years of experience in BPO/call center operations, with at least 2 years in a managerial or supervisory role.
  • Strong expertise in voice process management, including domestic and international processes.
  • Excellent communication, coaching, and people management skills are essential.
  • Hands-on experience with call center technologies, dialers, and reporting tools is necessary.
  • The ability to manage performance metrics like AHT, CSAT, FCR, and attrition is crucial.
  • Willingness to work in rotational shifts, including night shifts if required.

What We Offer

  • An attractive salary package plus performance-based incentives.
  • Fast-paced career growth opportunities.
  • Training and development programs for professional enhancement.
  • Exposure to global and domestic client processes.

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