
Operations Strategist
2 days ago
The successful candidate will be responsible for overseeing the day-to-day operations of a voice process, ensuring seamless execution and continuous improvement.
This role involves managing a high-performing team to meet performance key performance indicators (KPIs) and service level agreements (SLAs).
Key Responsibilities:
- Manage Day-to-Day Operations
- Lead High-Performing Team
- Monitor Call Quality and Customer Satisfaction
- Implement Strategies for Enhanced First-Call Resolution and Reduced Average Handling Time
- Drive Training and Development Initiatives
- Handle Escalations and Resolve Customer Concerns Timely
- Work Closely with Clients/Stakeholders to Ensure Alignment on Process Requirements
- Prepare MIS Reports and Share Performance Insights with Management
- Implement Process Improvements to Enhance Efficiency and Customer Experience
Requirements:
- Graduate/Postgraduate in Any Discipline
- 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
- Hands-on Experience with Call Center Technologies, Dialers, and Reporting Tools
- Ability to Manage Performance Metrics like AHT, CSAT, FCR, and Attrition
- Willingness to Work in Rotational Shifts (Including Night Shifts, If Required)
What We Offer:
- Attractive Salary Package + Performance-Based Incentives
- Fast-Paced Career Growth Opportunities
- Training & Development Programs for Professional Enhancement
- Exposure to Global/Domestic Client Processes
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