
Operations Leadership Position
19 hours ago
We are actively hiring for a key leadership position within our International Process team. This role will oversee the daily operations of a dynamic and fast-paced contact center.
Key Responsibilities:
- Manage a team of agents to achieve daily targets, ensuring high levels of customer satisfaction and service quality.
- Oversee AHT, shrinkage, attrition, CSAT, KPIs, and SLAs to maintain operational efficiency and effectiveness.
- Develop and implement strategies to reduce shrinkage and attrition rates through effective people management practices.
- Collaborate with other teams to resolve issues related to rostering, contact center operations, BPO operations, call center operations, team handling, and TL responsibilities.
Requirements:
- Excellent verbal and written communication skills.
- Experience in achieving and maintaining high levels of customer satisfaction.
- Customer Service, Customer Support, and Customer Service Management skills.
- Knowledge of banking regulations and anti-money laundering (AML) processes.
Benefits:
- Competitive salary package up to 9 LPA.
- 5 Days Working with 2 rotational week offs.
- Immediate joiners preferred.
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