Senior Operations Manager

15 hours ago


Nagpur, Maharashtra, India beBeeLeadership Full time ₹ 6,00,000 - ₹ 10,00,000
Job Title: Senior Operations Manager

Job Description:

This is a unique opportunity for an experienced leader to oversee our international voice process. As a senior operations manager, you will be responsible for leading a team of voice agents and contributing to the smooth operation of our business.

Key Responsibilities:
  • Lead a team of voice agents and supervise their performance, ensuring they meet targets and adhere to quality standards.
  • Monitor performance metrics and provide coaching, feedback, and performance evaluations to improve individual and team results.
  • Manage team scheduling and attendance, maintaining a productive and efficient work environment.
Operations Oversight:
  • Ensure daily operations run smoothly, managing escalations and resolving complex customer issues in a timely manner.
  • Maintain service level agreements (SLAs) and quality standards, continually improving processes to meet client expectations.
Training and Development:
  • Assist in onboarding and training new team members, helping them integrate into the team and develop their skills.
  • Organize regular skill development and process refresher sessions to keep the team up-to-date with best practices.
Reporting and Analysis:
  • Track and report team metrics, analyzing data to identify trends, gaps, and areas for improvement.
  • Use insights from data analysis to inform decisions and drive positive change within the team.
Client and Stakeholder Communication:
  • Liaise with international clients and internal stakeholders, sharing updates, feedback, and improvement plans to maintain open communication.


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