- Manage daily operations of the team, ensuring timely completion of tasks and meeting service level agreements (SLAs).
- Oversee escalation management process to resolve complex issues promptly and efficiently.
- Develop and implement strategies to reduce shrinkage, attrition, and improve overall customer satisfaction (CSAT).
- Analyze key performance indicators (KPIs) to identify areas for improvement and optimize processes.
Job Requirements :
- 8-22 years of experience in international BPO or call center environment.
- Solid people management skills with ability to lead a team effectively.
- Excellent escalation management skills with ability to handle high-pressure situations calmly.
- Proven track record in reducing shrinkage, attrition rates, and improving CSAT scores.
📌 Operations Manager (Noida)
🏢 TaskUs
📍 Noida
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