Senior Operations Director

2 days ago


Rajkot, Gujarat, India beBeeLeadership Full time ₹ 20,00,000 - ₹ 30,00,000

Job Title:

Business Process Manager

Manage the day-to-day operations of voice processes, encompassing inbound, outbound, tele-sales, and customer support. Lead a team of supervisors, team leaders, and agents to meet performance Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). Monitor call quality, customer satisfaction, and agent productivity to optimize performance.

Key Responsibilities:

  • Implement strategies to enhance first-call resolution (FCR) and reduce average handling time (AHT), ensuring efficient service delivery.
  • Drive training and development initiatives to improve communication, leadership, and service delivery skills among team members.
  • Handle escalations and ensure timely resolution of customer concerns, maintaining a high level of customer satisfaction.
  • Collaborate closely with clients and stakeholders to ensure alignment on process requirements, fostering strong relationships.
  • Prepare and analyze Management Information System (MIS) reports, sharing performance insights with management to inform strategic decisions.

Required Skills and Qualifications:

  • Graduate or Postgraduate degree in any discipline.
  • 4-8 years of experience in Business Process Outsourcing (BPO)/call center environments, with at least 2 years in a managerial or supervisory role.
  • Strong expertise in voice process management, including domestic and international operations.
  • Excellent communication, coaching, and people management skills, with the ability to motivate and develop team members.
  • Hands-on experience with call center technologies, dialers, and reporting tools, ensuring seamless operational processes.


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