Operational Leadership Position

1 day ago


Kollam, Kerala, India beBeeLeadership Full time ₹ 15,00,000 - ₹ 20,00,000

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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