Operations Team Lead

3 days ago

Meerut, Uttar Pradesh, India beBeeLeadership Full time ₹ 9,00,000 - ₹ 12,00,000
Business Operations Supervisor Role

This position oversees daily activities of the voice process, encompassing inbound, outbound, and tele-sales/customer support. The role leads a team of supervisors, team leaders, and agents to meet performance Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).

  • Main Responsibilities:
  • Manage call quality, customer satisfaction, and agent productivity.
  • Implement strategies to enhance first-call resolution (FCR) and reduce average handling time (AHT).
  • Drive training and development initiatives to improve communication and service delivery.
  • Handle escalations and ensure timely resolution of customer concerns.
  • Closely collaborate with clients/stakeholders to ensure alignment on process requirements.
  • Prepare Management Information System (MIS) reports and share performance insights with management.
  • Implement process improvements to enhance efficiency and customer experience.
  • Maintain compliance with company policies, quality standards, and data security protocols.
Required Skills and Qualifications
  • Bachelor's/Master's degree in any field.
  • 4-8 years of experience in Business Process Outsourcing (BPO)/call center, with at least 2 years in a managerial/supervisory role.
  • Strong expertise in voice process management (domestic/international).
  • Excellent communication, coaching, and people management skills.
  • Familiarity with call center technologies, dialers, and reporting tools.
  • Able to manage performance metrics like AHT, Customer Satisfaction (CSAT), FCR, and attrition.
  • Will to work in rotational shifts (including night shifts, if necessary).
Benefits Package
  • Competitive salary package + performance-based incentives.
  • Fast-paced career growth opportunities.
  • Training & development programs for professional enhancement.
  • Exposure to global/domestic client processes.

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