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Business Process Manager
3 weeks ago
We are seeking a highly skilled Business Process Manager to join our team. In this role, you will be responsible for overseeing the day-to-day operations of our voice process.
- Lead a team of supervisors, team leaders, and agents
- Monitor call quality and customer satisfaction
- Develop strategies to enhance first-call resolution and reduce average handling time
- Implement training and development initiatives
- Handle escalations and customer concerns
- Collaborate with clients and stakeholders
- Analyze performance metrics like AHT, CSAT, FCR, and attrition
To be successful in this role, you will need:
- A graduate or postgraduate degree in any discipline
- 4-8 years of experience in BPO/call center management
- Strong expertise in voice process management
- Excellent communication, coaching, and people management skills
- Hands-on experience with call center technologies and reporting tools
- A competitive salary package
- Fast-paced career growth opportunities
- Training and development programs
- Exposure to global/domestic client processes
