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Chief Operations Officer
2 weeks ago
Job Summary:
We are seeking a seasoned professional to oversee daily operations and lead a high-performing team. The ideal candidate will have a strong background in process management, excellent communication skills, and the ability to drive results.
Key Responsibilities:- Manage day-to-day activities to ensure seamless performance.
- Lead a team of supervisors, team leaders, and agents to achieve performance goals.
- Monitor key performance indicators (KPIs), customer satisfaction, and agent productivity.
- Develop strategies to enhance first-call resolution and reduce average handling time.
- Drive training and development initiatives to improve service delivery and communication.
- Handle escalations and resolve customer concerns in a timely manner.
- Collaborate with clients and stakeholders to align on process requirements.
- Prepare and share performance insights with management.
- Graduate or postgraduate degree in any field.
- 4-8 years of experience in BPO or call center, with at least 2 years in a managerial/supervisory role.
- Strong expertise in voice process management.
- Excellent communication, coaching, and people management skills.
- Hands-on experience with call center technologies and reporting tools.
- Ability to manage performance metrics.
- Competitive salary package and performance-based incentives.
- Career growth opportunities.
- Training and development programs for professional enhancement.