Operations Director

2 days ago

Chennai, Tamil Nadu, India beBeeExecutive Full time ₹ 9,00,000 - ₹ 12,00,000
Operations Executive

Key Responsibilities:

  • Oversee Daily Operational Activities
  • Lead a Team of Supervisors and Agents
  • Monitor Call Quality, Customer Satisfaction, and Agent Productivity Metrics
  • Implement Strategies for First-Call Resolution and Average Handling Time Reduction
  • Drive Training Initiatives for Improved Communication and Service Delivery Excellence
  • Handle Escalations and Resolve Customer Concerns in a Timely Manner
  • Collaborate with Clients and Stakeholders on Process Requirements and Needs Assessment
  • Prepare Management Information System Reports and Share Performance Insights to Drive Business Growth
  • Identify and Implement Process Improvements for Enhanced Efficiency and Customer Experience Enhancement
  • Ensure Compliance with Company Policies and Quality Standards to Maintain Industry Reputation

Requirements:

  • Graduate/Postgraduate Degree in Any Discipline or Relevant Field
  • 4–8 Years of Experience in 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 to Lead High-Performing Teams
  • Hands-on Experience with Call Center Technologies and Reporting Tools to Analyze Performance Metrics
  • Ability to Manage Performance Metrics like AHT, CSAT, FCR, and Attrition to Drive Continuous Improvement
  • Flexibility to Work Rotational Shifts (Including Night Shifts) to Meet Client Requirements

What We Offer:

  • Competitive Salary Package and Performance-Based Incentives to Reward Success
  • Career Growth Opportunities and Professional Enhancement Programs to Foster Employee Development
  • Exposure to Global/Domestic Client Processes to Enhance Business Acumen and Strategic Thinking

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