Voice Process Operations Manager

2 days ago


Guntur, Andhra Pradesh, India beBeeOperations Full time ₹ 15,00,000 - ₹ 25,00,000
Job Title: Process Excellence Manager

We are seeking a seasoned operations leader to oversee voice-based business process teams.

The ideal candidate will have experience in leading cross-functional teams, managing performance metrics, and driving process improvements while ensuring client satisfaction and compliance.

Key Responsibilities:
  • Lead operational excellence across multiple teams/projects
  • Manage key performance indicators (KPIs) and ensure service level agreements (SLAs)
  • Supervise team leads, trainers, and quality assurance specialists
  • Collaborate with clients and handle escalations
  • Optimize resource allocation, 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 skills in contact center metrics, workforce management (WFM), and reporting tools
  • Experience with international processes (US/UK/AUS)
  • Proficient in Microsoft Excel, PowerPoint, customer relationship management (CRM), and dialer systems
  • Knowledge of COPC, Six Sigma, and Lean methodologies (preferred)
  • MBA or relevant postgraduate degree (desirable)


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