Business Process Lead

3 days ago


Nellore, Andhra Pradesh, India beBeeOperational Full time ₹ 8,00,000 - ₹ 15,00,000
Operations Management Role

We are seeking a seasoned Operations Manager to lead voice-based business process outsourcing (BPO) teams. This role involves overseeing daily delivery, managing performance metrics and driving process improvements while ensuring client satisfaction and compliance.

Key Responsibilities:
  • Lead voice operations across multiple teams/projects
  • Manage key performance indicators (KPIs) and ensure service level agreement (SLA) adherence
  • Supervise Team Leads, Trainers, and Quality Assurance professionals
  • Collaborate with clients and handle escalations
  • Optimize staffing, cost, and productivity
  • Mentor future leaders and drive continuous improvement
Requirements and Qualifications:
  • At least 10 years of experience in BPO, with 3+ years in voice process management
  • Strong understanding of contact center metrics, workforce management (WFM), and reporting tools
  • Experience with international processes (US/UK/AUS)
  • Proficient in Microsoft Excel, PowerPoint, customer relationship management (CRM) software, and dialers
  • Familiarity with COPC, Six Sigma, and Lean methodologies is preferred
  • An MBA or relevant postgraduate degree is desirable


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