Effective Process Lead

7 days ago

Solapur, Maharashtra, India beBeeOperations Full time ₹ 10,00,000 - ₹ 21,00,000
Job Title: Operations Manager

The role of an Operations Manager is pivotal in ensuring seamless execution of various operations within the organization.

  • Key Responsibilities:
  • Oversee a team of supervisors, team leaders, and agents to meet performance metrics and standards.
  • Monitor call quality, customer satisfaction, and agent productivity.
  • Develop strategies to enhance first-call resolution and reduce average handling time.
  • Drive training initiatives to improve communication and service delivery.
  • Handle escalations and ensure timely resolution of customer concerns.
  • Collaborate with clients and stakeholders to ensure alignment on process requirements.
  • Prepare and share performance insights with management.
  • Implement process improvements to enhance efficiency and customer experience.

Requirements:

  • A graduate or postgraduate degree in any discipline.
  • 4–8 years of experience in BPO or call center management, with at least 2 years in a managerial/supervisory role.
  • Strong expertise in voice process management.
  • Excellent communication, coaching, and people management skills.
  • Hands-on experience with call center technologies and reporting tools.
  • Ability to manage performance metrics like AHT, CSAT, FCR, and attrition.
  • Flexibility to work in rotational shifts (including night shifts if required).

What We Offer:

  • Career growth opportunities.
  • Training and development programs for professional enhancement.
  • Exposure to domestic and international client processes.

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