Voice Process Supervisor

2 days ago

Nagpur, Maharashtra, India beBeeManagement Full time ₹ 8,00,000 - ₹ 12,00,000
Senior Process Manager Job Summary

Oversee the day-to-day operations of our voice process, encompassing inbound, outbound, tele-sales, and customer support. Lead a team of supervisors, team leaders, and agents to meet performance Key Performance Indicators (KPIs) & Service Level Agreements (SLAs). Monitor call quality, customer satisfaction, and agent productivity.

Main Responsibilities:

  • Develop 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.
  • Maintain compliance with company policies, quality standards, and data security protocols.

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.
  • Flexibility to work in rotational shifts (including night shifts, if required).

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