Voice Process Operations Lead

23 hours ago

Bengaluru, Karnataka, India beBeeOperations Full time ₹ 8,00,000 - ₹ 13,00,000
Operations Leader

We seek a seasoned Voice Process professional to lead voice-based BPO teams.

Main Responsibilities:

  • Oversee daily delivery and manage performance metrics (AHT, CSAT, FCR, SLA)
  • Drive process improvements while ensuring client satisfaction and compliance
  • Supervise Team Leads, Trainers, and QAs
  • Collaborate with clients and handle escalations

Key Skills:

  • 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 (desired)

About the Role:

This is a leadership position that requires strong leadership skills, ability to work with multiple stakeholders, and drive business growth. We offer a dynamic work environment and opportunities for career advancement.

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