Roles and Responsibilities

- Manage daily operations of the contact center, ensuring efficient handling of customer queries and issues.

- Oversee team performance, identifying areas for improvement and implementing strategies to reduce attrition and shrinkage.

- Monitor key performance indicators (KPIs) such as AHT, CSAT, NPS, TAT, and KRA to ensure high levels of customer satisfaction.

- Escalate critical issues promptly to senior management or other relevant stakeholders when necessary.

- Collaborate with cross-functional teams to resolve complex problems and improve overall process efficiency.

Desired Candidate Profile

- 3-8 years of experience in BPO Operations or Call Center Operations.

- Solid understanding of Attrition Control, Shrinkage Control,



SLA Management, KPI analysis.

- Excellent communication skills with ability to lead a team effectively.

- Ability to work under pressure in fast-paced environments with multiple priorities.

Work location: Bhubaneswar

Need immediate joiners

Interested candidates can share the resumes at [email protected]

Startek does not charge any fees at any stage of recruitment and doesnot authorise any third party to collect payments from candidates

Please beware of fraudulent offers and report suspicious activity.

📌 Operations Team Lead (Bhubaneswar)
🏢 STARTEK Aegis Customer Support Services
📍 Bhubaneswar