Chief Process Leader

1 day ago

Bikaner, Rajasthan, India beBeeOperational Full time ₹ 72,00,000 - ₹ 1,20,00,000
Operations Manager Role

We are seeking a highly skilled and experienced Operations Manager to join our team. As an Operations Manager, you will be responsible for overseeing the day-to-day voice process operations, leading a team to meet performance KPIs & SLAs, and ensuring compliance with company policies and quality standards.

About the Role

This is a challenging and rewarding role that requires strong leadership skills, excellent communication, coaching, and people management abilities. If you have experience in voice process management, call center technologies, and reporting tools, we encourage you to apply.

  • Manage day-to-day voice process operations.
  • Lead a team to meet performance KPIs & SLAs.
  • Monitor call quality, customer satisfaction, and agent productivity.
  • Implement strategies for first-call resolution and reduced average handling time.
  • Drive training initiatives to improve communication and service delivery.
  • Handle escalations and resolve customer concerns.
  • Work closely with clients/stakeholders on process requirements.
  • Prepare MIS reports and share performance insights with management.
  • Improve process efficiency and customer experience.
Requirements

To succeed in this role, you will need:

  • Graduate or postgraduate degree in any discipline.
  • 4-8 years of BPO/call center experience, with 2 years in a managerial/supervisory role.
  • Expertise in voice process management.
  • Excellent communication, coaching, and people management skills.
  • Experience with call center technologies and reporting tools.
  • Ability to manage performance metrics like AHT, CSAT, FCR, and attrition.
  • Willingness to work in rotational shifts.
What We Offer

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and experienced Operations Manager looking for a new challenge, please submit your application.

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