
Operations Team Leader Position Available
2 days ago
As a senior manager, you will oversee the day-to-day operations of our voice process. This entails managing a team of supervisors, team leaders, and agents to meet performance Key Performance Indicators (KPIs) & Service Level Agreements (SLAs).
Main Responsibilities:- Manage call quality, customer satisfaction, and agent productivity
- Implement 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
- Work closely with clients/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
- Graduate/Postgraduate in any discipline
- 4–8 years of experience in Business Process Outsourcing (BPO)/call center, with at least 2 years in a managerial/supervisory role
- Strong expertise in voice process management (domestic/international)
- 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
- Attractive salary package + performance-based incentives
- Fast-paced career growth opportunities
- Training & development programs for professional enhancement
- Exposure to global/domestic client processes
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