- Manage daily operations of the center, ensuring efficient use of resources and meeting service level agreements (SLAs).
- Oversee people management, including recruitment, training, performance evaluation, and employee retention.
- Analyze key performance indicators (KPIs) such as AHT, CSAT, attrition rate, shrinkage rate to identify areas for improvement.
- Develop strategies to reduce costs through process improvements and escalation management.
Job Requirements :
- 7-20 years of experience in international BPO or call center environment.
- Proven track record in managing teams effectively with robust people management skills.
- Excellent process management skills with ability to analyze data from various sources like AHT reports etc.