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Operations Team Manager

3 weeks ago

Anantapur, Andhra Pradesh, India beBeeLeadership Full time ₹ 15,00,000 - ₹ 20,00,000
Process Excellence Lead

The Process Excellence Lead is responsible for overseeing the daily operations of our voice process, encompassing inbound, outbound, tele-sales, and customer support.

Key Responsibilities:
  • Elevate team performance by managing a cohort of supervisors, team leaders, and agents to meet key performance indicators (KPIs) & service level agreements (SLAs).
  • Closely monitor call quality, customer satisfaction, and agent productivity to identify areas for improvement.
  • Develop and implement strategies to enhance first-call resolution (FCR) and reduce average handling time (AHT).
  • Drive employee growth initiatives to hone communication skills and elevate service delivery standards.
  • Efficiently manage escalations and ensure timely resolutions to customer concerns.
Requirements:
  • Possess a graduate/postgraduate degree in any discipline.
  • A minimum of 4–8 years of experience in business process outsourcing (BPO)/call center environments, with at least 2 years in a managerial/supervisory role.
  • Proven expertise in voice process management, spanning domestic and international settings.
  • Exhibit exceptional communication, coaching, and leadership abilities.
Benefits:
  • Opportunities for career advancement.
  • Investment in ongoing training and development programs for professional enhancement.
  • Access to global/domestic client processes, fostering a comprehensive understanding of the industry.