
Operational Excellence Director
3 days ago
Operations Manager
">Key Responsibilities:
- Oversee daily voice process operations, encompassing inbound, outbound, tele-sales, and customer support.
- Supervise a team of supervisors, team leaders, and agents to achieve performance KPIs and SLAs.
- Monitor call quality, customer satisfaction, and agent productivity, driving improvements in first-call resolution (FCR) and average handling time (AHT).
- Develop and implement strategies to enhance communication and service delivery, ensuring timely resolution of customer concerns.
- Collaborate closely with clients and stakeholders to ensure alignment on process requirements.
- Prepare and share meaningful insights from MIS reports with management.
- Postgraduate degree in any field or equivalent experience.
- At least 4-8 years of experience in BPO or call center management, with a minimum of 2 years in a supervisory role.
- Strong expertise in voice process management, including domestic and international operations.
- Excellent communication, coaching, and people management skills.
- Hands-on experience with call center technologies, dialers, and reporting tools.
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