Strategic Operations Leader

22 hours ago

Amrāvati, Maharashtra, India beBeeExecutive Full time ₹ 20,00,000 - ₹ 25,00,000
Job Title:

Process Management Executive

Key Responsibilities:
  • Lead a team of supervisors, team leaders and agents to meet performance key performance indicators (KPIs) and service level agreements (SLAs).
  • Monitor 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.
  • Work closely with clients and 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.
Requirements:
  • Graduate or postgraduate degree in any discipline.
  • 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, including domestic and international processes.
  • Excellent communication, coaching and people management skills.
  • Hands-on experience with call center technologies, dialers and reporting tools.
  • Ability to manage performance metrics such as AHT, CSAT, FCR and attrition.
What We Offer:
  • A competitive salary package and performance-based incentives.
  • Fast-paced career growth opportunities.
  • Training and development programs for professional enhancement.

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