Roles and Responsibilities
- Manage day-to-day operations of the contact center, ensuring adherence to SLAs and KPIs.
- Oversee AHT, FCR, TRP, Quality, CSAT, Shrinkage, and Stakeholder Management.
- Collaborate with stakeholders to identify areas for improvement and implement process enhancements.
- Develop and maintain effective communication plans for internal teams and external clients.
- Ensure compliance with company policies and procedures.
Desired Candidate Profile
- 7-12 years of experience in international voice process or similar industry.
- Excellent stakeholder engagement and management skills.
- Robust understanding of call center metrics such as AHT, FCR, TRP, Quality etc. .
- Ability to analyze data to drive business decisions (KPIs like CSAT).
- Proficiency in tools like ABAN RATE.
Interested candidate can share updated resume to
[email protected]
📌 Assistant Manager Operations - International Voice - Hyderabad
🏢 Golden Opportunities
📍 Hyderabad