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Voice Process Manager

2 weeks ago

Bareilly, Uttar Pradesh, India beBeeOperations Full time ₹ 12,00,000 - ₹ 20,00,000

Job Title: Voice Operations Lead

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

About the Role:
  • Oversee daily delivery and performance metrics (AHT, CSAT, FCR, SLA) across multiple teams and projects.
  • Manage KPIs and ensure Service Level Agreement adherence, supervising Team Leads, Trainers, and QAs.
  • Collaborate with clients and handle escalations while optimizing staffing, cost, and productivity.
  • Mentor future leaders and drive continuous improvement.

The ideal candidate will have 10+ years in BPO, 3+ years in voice process management, strong contact center metrics, WFM, and reporting tools skills. Experience with international processes and proficient in Excel, PowerPoint, CRM, and dialers is required.

Required Skills & Qualifications:
  • Strong analytical and problem-solving skills.
  • Excellent communication and leadership abilities.
  • Knowledge of COPC, Six Sigma, Lean (preferred).
  • MBA or relevant postgrad degree (desirable).

Achieve results through strategic planning, resource allocation, and quality control.

Key Performance Indicators (KPIs):

  • Average Handling Time (AHT)
  • Customer Satisfaction (CSAT)
  • First Call Resolution (FCR)
  • Service Level Agreement (SLA)

Benefits of Working With Us:

  • Competitive compensation package
  • Ongoing training and development opportunities
  • Diverse and dynamic work environment