Manager - OPS

1 week ago

Lucknow, Uttar Pradesh, India Startek (Aegis Customer Support Services Pvt. Ltd.) Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Roles and Responsibilities

  • Manage day-to-day operations of the team, ensuring efficient call handling, shrinkage control, and attrition management.
  • Oversee AHT calculation and reporting to ensure accurate tracking of agent performance.
  • Develop and implement strategies to reduce shrinkage rates and improve overall operational efficiency.
  • Lead by example, setting high standards for quality assurance, customer service excellence, and teamwork.
  • Collaborate with other departments to resolve issues related to scheduling, training, or process improvements.

Desired Candidate Profile

  • Overall 9 years of experience 2 Years as Manager OPS in BPO/Call Centre environment with a focus on Operations Management.
  • Strong understanding of AHT calculation principles and ability to analyze data effectively.
  • Excellent leadership skills with experience managing teams towards achieving targets such as Shrinkage & Attrition reduction.

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