
Operations Manager Position
1 day ago
Key Responsibilities:
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- Main Task: Oversee daily operations of the voice process, encompassing inbound, outbound, tele-sales, and customer support.">
- Lead a Team: Guide a team of supervisors, team leaders, and agents to meet performance KPIs & SLAs.">
- Monitor Performance: Track call quality, customer satisfaction, and agent productivity.">
- Improve Efficiency: Implement strategies to enhance first-call resolution (FCR) and reduce average handling time (AHT).">
- Training and Development: Drive training and development initiatives to improve communication and service delivery.">
- Handle Escalations: Handle escalations and ensure timely resolution of customer concerns.">
- Client Relationship: Collaborate with clients/stakeholders to ensure alignment on process requirements.">
- Reporting: Prepare MIS reports and share performance insights with management.">
- Process Improvement: Implement process improvements to enhance efficiency and customer experience.">
- Compliance: Ensure compliance with company policies, quality standards, and data security protocols.">
Requirements:
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- Education: Graduate/Postgraduate in any discipline.">
- Experience: 4–8 years of experience in BPO/call center, with at least 2 years in a managerial/supervisory role.">
- Expertise: Strong expertise in voice process management (domestic/international).">
- Skills: Excellent communication, coaching, and people management skills.">
- Technology: Hands-on experience with call center technologies, dialers, and reporting tools.">
- Performance Metrics: Ability to manage performance metrics like AHT, CSAT, FCR, and attrition.">
- Shift Work: Willingness to work in rotational shifts (including night shifts, if required).">
What We Offer:
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- Compensation Package: Attractive salary package + performance-based incentives.">
- Career Growth: Fast-paced career growth opportunities.">
- Training Programs: Training & development programs for professional enhancement.">
- Client Exposure: Exposure to global/domestic client processes.">
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