Business Process Operations Leader

6 days ago


Gandhinagar, Gujarat, India beBeeOperations Full time ₹ 10,00,000 - ₹ 15,00,000

Job Title: Voice Process Manager

Become a key player in our BPO operations team.

Job Description:

We are looking for an experienced leader to oversee voice-based business processes. As a seasoned Operations Manager, you will be responsible for managing daily delivery, performance metrics (AHT, CSAT, FCR, SLA), and driving process improvements while ensuring client satisfaction and compliance.

Key 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

Preferred Qualifications:

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


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