
Operations Director
6 days ago
We are seeking an experienced Operations Manager to lead our team and drive business growth.
About the Role:- Manage day-to-day operations of voice processes, including inbound, outbound, tele-sales, and customer support.
- Lead a team of supervisors, team leaders, and agents to meet performance Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
- Monitor call quality, customer satisfaction, and agent productivity.
- Develop strategies to enhance first-call resolution (FCR) and reduce average handling time (AHT).
- Drive training and development initiatives to improve communication and service delivery.
- Handle escalations and ensure timely resolution of customer concerns.
- Collaborate with clients and stakeholders to ensure alignment on process requirements.
- Prepare Management Information System (MIS) reports and share performance insights with management.
- Implement process improvements to enhance efficiency and customer experience.
- Maintain compliance with company policies, quality standards, and data security protocols.
- Graduate or Postgraduate degree in any discipline.
- 4–8 years of experience in Business Process Outsourcing (BPO) or call center environments, with at least 2 years in a managerial or 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.
- Ability to manage performance metrics like AHT, Customer Satisfaction (CSAT), FCR, and attrition.
- Willingness to work in rotational shifts, including night shifts if required.
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