- Manage daily operations of the contact center, ensuring productive use of resources and meeting service level agreements (SLAs).
- Develop and implement strategies to reduce attrition rates through effective people management skills.
- Lead a team of agents, providing guidance on performance management, shrinkage reduction, and international voice process best practices.
- Analyze data to identify areas for improvement in customer satisfaction ratings.
Job Requirements :
- 10-24 years' experience in BPO/Call Centre industry with expertise in attrition control, attrition management, leadership skills, people handling, people management skills, performance management, SLA management.
- Proven track record in managing teams effectively to achieve high levels of customer satisfaction.
- Strong understanding of international voice processes and ability to lead cross-functional teams.