Voice Process Director

1 day ago

Cochin, Kerala, India beBeeLeadership Full time ₹ 15,00,000 - ₹ 20,00,000

Job Title: Operations Manager – Voice Process Lead

 

Overview:

The role is responsible for leading voice operations across multiple teams/projects, managing key performance indicators (KPIs), and ensuring service level agreement (SLA) adherence.

 

Key Responsibilities:

  • Lead voice operations across multiple teams/projects to ensure seamless customer experiences.
  • Manage KPIs and ensure SLA adherence through data-driven decision making.
  • Supervise Team Leads, Trainers, and Quality Assurance Specialists to drive team performance.
  • Collaborate with clients and handle escalations in a professional manner.
  • Optimize staffing, cost, and productivity through effective resource allocation.
  • Mentor future leaders and drive continuous improvement by leveraging industry best practices.

 

Requirements:

  • 10+ years of experience in Business Process Outsourcing (BPO) and 3+ years in voice process management.
  • Strong knowledge of contact center metrics, Workforce Management (WFM), and reporting tools.
  • Experience with international processes and ability to adapt to diverse cultural environments.
  • Proficient in Microsoft Office, particularly Excel and PowerPoint.
  • Knowledge of industry standards such as COPC, Six Sigma, and Lean is an asset.

 

Working Conditions:

The role is based in Kochi, India, and requires a rotational shift schedule including night shifts. The work mode is on-site, and the seniority level is mid-senior.

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