Business Operations Director

7 days ago

Udaipur, Rajasthan, India beBeeCareer Full time ₹ 8,00,000 - ₹ 15,00,000
Operations Manager

Key Responsibilities:

  • Lead and Direct Operations
  • Supervise a Team of Agents to Meet Performance Targets
  • Monitor Call Quality, Customer Satisfaction, and Agent Productivity Metrics
  • Implement Strategies to Enhance First-Call Resolution (FCR) and Reduce Average Handling Time (AHT)
  • Develop Training Programs to Improve Communication and Service Delivery Standards
  • Handle Escalations and Ensure Timely Resolution of Customer Complaints
  • Collaborate with Stakeholders to Ensure Alignment on Process Requirements
  • Prepare Performance Reports and Share Insights with Management
  • Implement Process Improvements to Enhance Efficiency and Customer Experience
  • Ensure Compliance with Quality Standards and Data Security Protocols

Requirements:

  • Bachelor's/Master's Degree in Any Field
  • 4–8 Years of Experience in BPO/Call Center, with at least 2 Years in a Supervisory Role
  • Strong Expertise in Voice Process Management
  • Excellent Leadership, Coaching, and People Skills
  • Hands-on Experience with Call Center Technologies, Dialers, and Reporting Tools
  • Ability to Manage Performance Metrics like AHT, CSAT, FCR, and Attrition
  • Flexibility to Work Rotational Shifts, Including Nights if Required

What We Offer:

  • Competitive Salary Package + Performance-Based Incentives
  • Career Advancement Opportunities
  • Professional Development Programs for Growth
  • Exposure to International Client Processes

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