Strategic Operations Leader

9 hours ago


Vijayawada, Andhra Pradesh, India beBeeLeadership Full time ₹ 15,00,000 - ₹ 25,00,000
Job Title: Voice Process Operations Manager

Key Responsibilities:
  • Drive operational excellence in voice processes by leading cross-functional teams and initiatives to enhance process efficiency, quality, and client satisfaction.
  • Oversee Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to optimize delivery, adherence, and continuous improvement.
  • Directly manage Team Leads, Trainers, and Quality Assurance Specialists to maximize team performance and growth.
  • Collaborate closely with clients to handle escalations, resolve issues promptly, and foster long-term relationships.
  • Optimize staffing, costs, and productivity to achieve strategic goals and improve overall efficiency.
  • Develop future leaders through mentorship and drive sustainable improvement initiatives that align with business objectives.
Requirements:
  • Minimum 10 years of experience in Business Process Outsourcing (BPO), with at least 3 years in voice process management.
  • Proven expertise in contact center metrics, Workforce Management (WFM), and reporting tools to inform data-driven decisions.
  • Experience working on international processes and proficiency in Microsoft Office applications, CRM software, and dialers.
  • Knowledge of Certified Operator Professional for Customer Contact (COPC) and Lean methodologies is highly desirable.
  • Possession of an MBA or relevant postgraduate degree is advantageous but not essential.


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