Operations Team Leader Position Available

2 days ago


Kollam, Kerala, India beBeeOperations Full time ₹ 12,00,000 - ₹ 20,10,000
Job Opportunity: Operations Manager

As a senior manager, you will oversee the day-to-day operations of our voice process. This entails managing a team of supervisors, team leaders, and agents to meet performance Key Performance Indicators (KPIs) & Service Level Agreements (SLAs).

Main Responsibilities:
  • Manage call quality, customer satisfaction, and agent productivity
  • Implement strategies to enhance first-call resolution (FCR) and reduce average handling time (AHT)
  • Drive training and development initiatives to improve communication and service delivery
  • Handle escalations and ensure timely resolution of customer concerns
  • Work closely with clients/stakeholders to ensure alignment on process requirements
  • Prepare Management Information System (MIS) reports and share performance insights with management
  • Implement process improvements to enhance efficiency and customer experience
Requirements:
  • Graduate/Postgraduate in any discipline
  • 4–8 years of experience in Business Process Outsourcing (BPO)/call center, with at least 2 years in a managerial/supervisory role
  • Strong expertise in voice process management (domestic/international)
  • Excellent communication, coaching, and people management skills
  • Hands-on experience with call center technologies, dialers, and reporting tools
  • Ability to manage performance metrics like AHT, Customer Satisfaction (CSAT), FCR, and attrition
Benefits:
  • Attractive salary package + performance-based incentives
  • Fast-paced career growth opportunities
  • Training & development programs for professional enhancement
  • Exposure to global/domestic client processes

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