Chief Process Officer

2 weeks ago

Davangere, Karnataka, India beBeeOperations Full time ₹ 7,50,000 - ₹ 15,00,000

Key Responsibilities:

  • Manage day-to-day activities of voice operations, including inbound, outbound, and customer support.
  • Lead a team of supervisors, team leaders, and agents to achieve performance targets and service level agreements.
  • Monitor call quality, customer satisfaction, and agent productivity to drive improvement initiatives.
  • Implement strategies to enhance first-call resolution and reduce average handling time.
  • Drive training and development programs to improve communication and service delivery.
  • Handle escalations and ensure timely resolution of customer concerns.
  • Collaborate with stakeholders to align on process requirements.
  • Prepare management information reports and share performance insights with senior leadership.
  • Implement process improvements to enhance efficiency and customer experience.
  • Maintain compliance with policies, quality standards, and data security protocols.

Required Skills:

  • Graduate or postgraduate degree in any discipline.
  • 4–8 years of experience in business process outsourcing (BPO) or call center management, with at least 2 years in a supervisory or managerial role.
  • Strong expertise in voice process management, domestic and international.
  • Excellent communication, coaching, and people management skills.
  • Hands-on experience with call center technologies, dialers, and reporting tools.
  • Ability to manage performance metrics such as average handling time, customer satisfaction, first-call resolution, and attrition.
  • Willingsness to work in rotational shifts, including night shifts if required.

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