Senior Operations Manager

1 week ago


Kurnool, Andhra Pradesh, India beBeeOperations Full time ₹ 8,00,000 - ₹ 12,00,000

Job Summary:

Operations Manager - Team Lead

As an Operations Manager - Team Lead, you will play a pivotal role in the success of our operations.

  • Key Responsibilities:
    • Team Management:
      • Supervise a team of voice agents to ensure seamless performance and adherence to targets.
      • Monitor performance metrics such as call quality, average handling time, and resolution rate.
      • Handle team scheduling and attendance with efficiency and fairness.
      • Provide coaching, feedback, and regular performance evaluations to foster growth and development.
    • Operations Oversight:
      • Ensure smooth daily operations of the voice process by identifying and addressing potential bottlenecks.
      • Manage escalations and resolve complex customer issues with professionalism and empathy.
      • Maintain service level agreements (SLAs) and quality standards to meet international client expectations.
    • Training and Development:
      • Assist in onboarding and training new team members to ensure a smooth transition.
      • Organize regular skill development and process refresher sessions to enhance team capabilities.
    • Reporting and Analysis:
      • Track and report team metrics to inform data-driven decision-making.
      • Analyze data to identify trends, gaps, and areas for improvement to drive process optimization.
    • Client and Stakeholder Communication:
      • Liaise with international clients and internal stakeholders to share updates, feedback, and improvement plans.

Requirements:

  • Education:
    • Bachelor's degree in Business Administration or related field.
  • Experience:
    • Minimum 5 years of experience in operations management or related field.
  • Skill:
    • Excellent communication, leadership, and problem-solving skills.

What We Offer:

  • Competitive Salary:
    • A competitive salary based on experience and qualifications.
  • Benefits:
    • A comprehensive benefits package including health insurance, retirement plan, and paid time off.

Why Join Us?

  • Career Growth Opportunities:
    • Opportunities for career growth and professional development.
  • Diverse and Inclusive Work Environment:
    • A diverse and inclusive work environment that values diversity, equity, and inclusion.


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