
Operational Leadership Position
1 day ago
Job Title: Operational Leadership Role
We seek a seasoned professional to lead voice-based business process teams. The role involves overseeing daily delivery, managing performance metrics, and driving process improvements while ensuring client satisfaction and compliance.
Key Responsibilities:
- Lead operational teams across multiple projects
- Manage key performance indicators and ensure Service Level Agreement adherence
- Supervise team leaders, trainers, and quality analysts
- Collaborate with clients and handle escalations
- Optimize staffing, cost, and productivity
- Mentor future leaders and drive continuous improvement
Required Skills & Qualifications:
- 10+ years in Business Process Outsourcing, 3+ years in voice process management
- Strong in contact center metrics, workforce management, and reporting tools
- Experience with international processes
- Proficient in Microsoft Excel, PowerPoint, CRM, and dialers
- Knowledge of COPC, Six Sigma, Lean (preferred)
- MBA or relevant postgraduate degree (desirable)
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