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Process Leadership Specialist

2 weeks ago

Alleppey, Kerala, India beBeeLeadership Full time ₹ 18,00,000 - ₹ 24,00,000

Job Title: Process Leadership Specialist

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Key Responsibilities:

  • Lead the day-to-day management of voice processes, encompassing inbound, outbound, tele-sales, and customer support functions.
  • Develop and implement strategies to drive team performance in line with established Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
  • Monitor and enhance call quality, customer satisfaction, and agent productivity through targeted training initiatives.
  • Promote effective first-call resolution and streamline average handling time through strategic process improvements.
  • Facilitate coaching and development opportunities to improve communication and service delivery among team members.
  • Manage escalated customer concerns efficiently and ensure timely resolutions.
  • Collaborate closely with clients to guarantee seamless process alignment and optimal results.
  • Compile and analyze performance data, presenting insights to senior management for informed decision-making.
  • Implement continuous process enhancements to elevate operational efficiency and customer experience.

Requirements:

  • A graduate or postgraduate degree from any recognized institution.
  • A minimum of 4-8 years of experience within Business Process Outsourcing (BPO) or call center environments, with at least 2 years in a managerial capacity.
  • Demonstrated expertise in voice process management and leadership.
  • Excellent communication, coaching, and interpersonal skills.
  • Proficiency in call center technologies and reporting tools.
  • Ability to manage key performance metrics such as Average Handling Time (AHT), Customer Satisfaction (CSAT), First Call Resolution (FCR), and employee attrition.
  • Flexibility to adapt to rotational shifts and work schedules.

What We Offer:

  • An attractive salary package coupled with performance-based incentives.
  • Opportunities for rapid career advancement and professional growth.
  • The possibility to participate in comprehensive training programs for skill enhancement.
  • Exposure to global client operations and best practices.