Voice Process Manager

2 days ago

Thrissur, Kerala, India beBeeOperations Full time ₹ 15,00,000 - ₹ 20,00,000
Job Overview:

As a seasoned Operations Manager, you will oversee the day-to-day operations of our voice process, encompassing inbound, outbound, tele-sales, and customer support. Your leadership skills will be pivotal in leading a team of supervisors, team leaders, and agents to meet performance Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).

Key Responsibilities:
  1. Team Leadership: Lead a team of supervisors, team leaders, and agents to achieve business objectives.
  2. Performance Optimization: Monitor call quality, customer satisfaction, and agent productivity to ensure optimal performance.
  3. Process Enhancement: Implement strategies to enhance first-call resolution (FCR) and reduce average handling time (AHT).
  4. Training and Development: Drive training initiatives to improve communication and service delivery.
  5. Escalation Management: Handle escalations and ensure timely resolution of customer concerns.
Requirements:
  • Education: Graduate or Postgraduate degree in any discipline.
  • Experience: 4-8 years of experience in Business Process Outsourcing (BPO) or call center management, with at least 2 years in a managerial/supervisory role.
  • Skills: Strong expertise in voice process management, excellent communication, coaching, and people management skills.
What We Offer:
  • Competitive Remuneration: Attractive salary package + performance-based incentives.
  • Career Advancement Opportunities: Fast-paced career growth opportunities.
  • Professional Development: Training & development programs for professional enhancement.

In this role, you will work closely with clients and stakeholders to ensure alignment on process requirements. You will also be responsible for preparing Management Information System (MIS) reports and sharing performance insights with management.

To excel in this position, you should have hands-on experience with call center technologies, dialers, and reporting tools. Additionally, you should be able to manage performance metrics like Average Handling Time (AHT), Customer Satisfaction (CSAT), First-Call Resolution (FCR), and attrition rates.

  • Senior Process Manager

    3 weeks ago

    Thrissur, Kerala, India EClerx Full time

    e Clerx is looking to hire an experienced professional with over 12 years of experience.As part of the Voice/Chat process team, your role will specifically focus on troubleshooting related processes.The ideal candidate will serve customers by planning and implementing strategies and operations; improving systems and processes; managing staff.Candidate will...

  • Voice Over Artist

    3 days ago

    Thrissur, Kerala, India beBeeHiring Full time ₹ 50,00,000 - ₹ 75,00,000

    Unlock Your Voice: Freelance Hindi Voice Recording OpportunitiesJob OverviewWe are seeking a skilled Hindi voice talent to collaborate with us on various voice recording projects. As a freelancer, you will have the flexibility to choose from diverse projects and work at your own pace.ResponsibilitiesRecord high-quality voice files for scripted or...

  • Operations Process Manager

    3 minutes ago

    Thrissur, Kerala, India beBeeFinance Full time ₹ 7,50,000 - ₹ 15,00,000

    We're seeking a detail-oriented professional to support our team by managing the end-to-end cash billing process, supplier purchase orders and payment workflows.You'll partner with project managers to deliver seamless billing, consolidate financial data into standardized reports, and support generating insights from data.This is a high-impact role at the...

  • Brand Manager

    3 weeks ago

    Thrissur, Kerala, India DISRPTVE Full time

    THIS JOB IS NOT FOR DISRPTVE.Although you will be working closely with us.We're hiring on behalf of a stealth consumer brand in the ₹7–15k gold/diamond jewellery space.Backed by a 50+ year global jewellery supplier and an active family office with portfolio exposure to India and Silicon Valley (D2 C, fintech, logistics, infra).Think: deep supply chain...

  • Healthcare Process Management Specialist

    16 hours ago

    Thrissur, Kerala, India beBeeTeamleader Full time ₹ 40,00,000 - ₹ 80,00,000

    As a Team Leader, you will play a pivotal role in the success of our organization.Key Responsibilities:Supervise and mentor a team to ensure high-performance delivery.Develop and implement action plans to improve performance and address related issues.Communicate expectations and provide timely updates to employees.Conduct team meetings and schedule...

  • Base Manager

    18 hours ago

    Thrissur, Kerala, India Rentokil Initial Full time

    About Rentokil PCIRentokil PCI is the leading pest control service provider in India. A Rentokil Initial brand, Rentokil PCI was formed in 2017 through a joint venture (JV) between Pest Control India, the number one pest control company in India, and Rentokil, the world's leading pest control brand. Rentokil PCI aims to set new standards for customer service...

  • Dairy Process Optimizer

    13 hours ago

    Thrissur, Kerala, India beBeeOperational Full time ₹ 15,00,000 - ₹ 20,00,000

    Job Title: Dairy Operations Subject Matter Expert (SME)We are establishing a new dairy processing center and seek an experienced professional to lead its setup, commissioning, and operation. The ideal candidate will have deep expertise in dairy industry operations, plant management, regulatory compliance, and day-to-day activities such as milk procurement,...

  • IT Security Process Engineer

    2 days ago

    Thrissur, Kerala, India beBeeItsecurity Full time ₹ 15,00,000 - ₹ 25,00,000

    Job Title: IT Security Process EngineerWe are seeking a skilled and experienced IT Security Process Engineer to join our team. As an IT Security Process Engineer, you will be responsible for ensuring the security of our network infrastructure.Key Responsibilities:Develop and implement process improvements to enhance network security.Collaborate with...

  • Manager - Mass Distribution

    4 days ago

    Thrissur, Kerala, India Vodafoneidea Full time ₹ 5,00,000 - ₹ 10,00,000 per year

    Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India's leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer...

  • Only 24h Left: Manager

    2 weeks ago

    Thrissur, Kerala, India Vodafoneidea Full time

    Job DescriptionVodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India's leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful...