Executive Director of Operational Excellence

1 day ago

Lahore, Punjab, Pakistan beBeeOperations Full time
Operations and Project Management">

As a dynamic Operations Manager, you will lead the call center operations while playing a key role in project management. This position involves coordinating client projects, ensuring deliverables are met, and driving operational excellence across multiple teams.

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Key Responsibilities:

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  • Supervise daily call center operations across inbound, outbound, chat, and email support.">
  • Lead and mentor team leads, supervisors, and agents, ensuring productivity and discipline on the floor.">
  • Monitor KPIs (AHT, CSAT, FRT, Resolution Rate, Attendance) and implement performance improvement plans.">
  • Conduct regular floor walks, coaching sessions, and motivational huddles.">
  • Act as the escalation point for client or operational issues, ensuring quick resolutions.">
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Project and Client Management:

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  • Oversee execution of client projects from initiation to completion, ensuring SLAs and deliverables are consistently met.">
  • Work with cross-functional teams (QA, Training, and Workforce) to align project goals with operational execution.">
  • Manage project timelines, resource allocation, and reporting to ensure smooth delivery.">
  • Prepare performance reports and project updates for senior management and clients.">
  • Identify risks in ongoing projects and propose actionable solutions.">
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Process Excellence and Continuous Improvement:

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  • Implement process enhancements to improve efficiency, reduce costs, and increase client satisfaction.">
  • Ensure adherence to SOPs, compliance standards, and quality benchmarks.">
  • Drive initiatives for automation, workflow optimization, and agent productivity.">
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Qualifications and Requirements:

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  • Bachelor's/Master's degree in Business, Management, or Project Management (PMP certification is a plus).">
  • 3–4 years of BPO/Call Center experience, with at least 2+ years in a supervisory or managerial capacity.">
  • Proven track record of leading large teams and managing client projects simultaneously.">
  • Strong understanding of call center KPIs, workforce planning, and project lifecycles.">
  • Excellent communication, leadership, and stakeholder management skills.">
  • Proficiency in MS Office, CRM systems, and project management tools (e.g., Trello, Asana, MS Project).">
  • Flexibility to manage rotational shifts (day/night).">
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What We Offer:

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  • Exposure to multi-client, multi-project environments.">
  • Growth opportunities with career paths in senior management and project leadership.">
  • A collaborative, fast-paced work environment where your leadership drives impact.">
  • Weekends off.">
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This role is ideal for leaders who can balance operations and project delivery, ensuring both operational discipline and client success.

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