Voice Process Management Expert

4 days ago

Bengaluru, Karnataka, India beBeeManagement Full time ₹ 15,00,000 - ₹ 20,00,000
Job Title: Operations Manager

We are seeking a seasoned professional to lead voice-based BPO teams as an Operations Manager.

This is a full-time position that requires rotational shifts including night shifts and on-site work. The ideal candidate will have a strong background in contact center management, with a minimum of 10 years of experience in BPO and 3 years of experience in voice process management.

  • Lead multiple teams and projects across the voice operations
  • Develop and implement strategies to improve performance metrics (AHT, CSAT, FCR, SLA)
  • Supervise Team Leads, Trainers, and Quality Assurance Specialists
  • Collaborate with clients to ensure client satisfaction and compliance
  • Optimize staffing, cost, and productivity to drive business growth
  • Mentor future leaders and drive continuous improvement
Requirements:
  • 10+ years in BPO, 3+ years in voice process management
  • Strong understanding of contact center metrics, workforce management, and reporting tools
  • Experience with international processes (US/UK/AUS)
  • Proficient in Excel, PowerPoint, CRM, and dialers
  • Knowledge of COPC, Six Sigma, Lean (a plus)
  • MBA or relevant postgraduate degree (desired)

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