Service Delivery Lead

4 days ago

India beBeeOperations Full time ₹ 20,00,000 - ₹ 25,00,000
Job Title: Operations Manager

Key Responsibilities:

  • Manage day-to-day operations, including inbound, outbound, tele-sales and customer support.
  • Lead a team to meet performance KPIs and SLAs.
  • Monitor call quality, customer satisfaction and agent productivity.
  • Implement strategies to enhance first-call resolution (FCR) and reduce average handling time (AHT).
  • Drive training initiatives to improve communication and service delivery.
  • Handle escalations and resolve customer concerns in a timely manner.
  • Work with clients and stakeholders to ensure process alignment.
  • Prepare MIS reports and share performance insights.
  • Implement process improvements to enhance efficiency and customer experience.

Requirements:

  • A graduate or postgraduate degree in any field.
  • 4–8 years of experience in BPO or call center operations, with at least 2 years in a managerial role.
  • Expertise in voice process management, including domestic and international operations.
  • 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.

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