
Business Operations Director
7 days ago
**Job Overview**
We are seeking a seasoned leader to oversee our rostering process, optimize resource allocation, and minimize shrinkage. This role requires a strong understanding of KPIs such as AHT, SLA, Attrition, Shrinkage, and CSAT.
- Analyze key performance indicators to identify areas for improvement.
- Develop strategies to reduce attrition rates through effective team handling practices.
**Qualifications and Skills**
To be successful in this role, you must have:
- Graduation is mandatory.
- Minimum 3 years of experience in BPO/Call Centre on paper in which 1.5 years of experience as a Team leader with a focus on customer service.
**Key Performance Indicators**
- Average Handle Time (AHT)
- Service Level Agreement (SLA)
- Attrition Rate
- Shrinkage Rate
- Customer Satisfaction (CSAT)
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