Process Improvement Specialist

7 days ago


Nellore, Andhra Pradesh, India beBeeManagement Full time ₹ 10,00,000 - ₹ 20,00,000

Operations Management Role

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  • Job Overview:
  • Assume responsibility for the management of daily operations, encompassing inbound, outbound, tele-sales, and customer support processes.
  • Lead a team of supervisors, team leaders, and agents to achieve performance benchmarks and Service Level Agreements (SLAs).

Key Responsibilities:

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  • Monitor call quality, customer satisfaction, and agent productivity to drive continuous improvement.
  • Implement strategies to enhance first-call resolution (FCR) and reduce average handling time (AHT).
  • Drive training and development initiatives to improve communication and service delivery excellence.
  • Handle escalations and ensure timely resolution of customer concerns with professionalism and empathy.
  • Collaborate closely with clients and stakeholders to ensure alignment on process requirements.
  • Prepare Management Information System (MIS) reports and share performance insights with management to inform strategic decisions.
  • Identify opportunities for process improvements to enhance efficiency and customer experience.
  • Maintain compliance with company policies, quality standards, and data security protocols.

Requirements:

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  • Bachelor's or Master's degree in any discipline.
  • 4–8 years of experience in Business Process Outsourcing (BPO)/call center, with at least 2 years in a managerial/supervisory role.
  • Strong expertise in voice process management, covering domestic and international processes.
  • Excellent communication, coaching, and people management skills to motivate and develop teams.
  • Hands-on experience with call center technologies, dialers, and reporting tools to analyze performance metrics.
  • Able to manage performance metrics like AHT, Customer Satisfaction (CSAT), FCR, and attrition rates.
  • Flexible to work in rotational shifts, including night shifts if required.

Career Growth Opportunities:

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  • Competitive salary package + performance-based incentives.
  • Fast-paced career growth opportunities to take on new challenges and responsibilities.
  • Ongoing training & development programs for professional enhancement and skill development.
  • Exposure to global/domestic client processes and projects.


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