Career Growth Leader

3 days ago


Bhavnagar, Gujarat, India beBeeOperations Full time ₹ 18,00,000 - ₹ 25,00,000

Job Title: Process Efficiency Manager

We are seeking a seasoned professional to lead voice-based BPO teams.

The successful candidate will oversee daily delivery, manage performance metrics (AHT, CSAT, FCR, SLA), and drive process improvements while ensuring client satisfaction and compliance.

Main Responsibilities:

  • Lead voice operations across multiple teams/projects
  • Manage KPIs and ensure SLA adherence
  • Supervise Team Leads, Trainers, and QAs
  • Collaborate with clients and handle escalations
  • Optimize staffing, cost, and productivity
  • Mentor future leaders and drive continuous improvement

Requirements:

  • 10+ years in BPO, 3+ years in voice process management
  • Strong in contact center metrics, WFM, and reporting tools
  • Experience with international processes
  • Proficient in Excel, PowerPoint, CRM, and dialers
  • Knowledge of COPC, Six Sigma, Lean (preferred)
  • MBA or relevant postgrad degree (desirable)

Benefits include opportunities for career growth and development, a dynamic work environment, and the chance to work with a diverse team.

This role offers the chance to make a significant impact on the success of our business. If you are a motivated and experienced professional looking to take your career to the next level, we encourage you to apply.



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