Roles and Responsibilities

- Manage international voice operations, ensuring seamless delivery of services to clients.

- Oversee stakeholder management, performance review, and KPI analysis to drive business growth.

- Develop and implement strategies to reduce attrition and improve retention rates through effective metrics reporting.

- Collaborate with cross-functional teams to resolve escalations and ensure timely resolution of customer issues.

- Analyze key performance indicators (KPIs) such as AHT, CSAT, and KPI reporting to optimize processes.

Desired Candidate Profile

- 6-11 years of experience in an International BPO environment with expertise in Attrition Management, Escalation Management, Metrics Analysis, Performance Management, SLA Management.

- Solid understanding of KPI monitoring and KPI reporting tools for data-driven decision making.

- Excellent communication skills for effective stakeholder engagement and issue resolution.

Interested candidate can share updated resume to [email protected]

📌 Assistant Manager - International Voice - Gurgaon (Hyderabad)
🏢 Golden Opportunities
📍 Hyderabad