Roles and Responsibilities
- Manage daily operations of the contact center, ensuring effective use of resources and meeting service level agreements (SLAs).
- Lead a team of agents to achieve targets such as AHT, CSAT, KPIs, KRAs, shrinkage control, attrition reduction.
- Develop and implement strategies to improve customer satisfaction ratings through effective rostering and shift management.
- Monitor key performance indicators (KPIs) to identify areas for improvement.
Desired Candidate Profile
- 1-6 years of experience in BPO Operations or similar industry.
- Strong understanding of SLA/KPI/KRA metrics for measuring agent performance.
- Excellent leadership skills with ability to manage teams effectively.
- Proficiency in handling multiple tasks simultaneously while maintaining attention to detail.
Interested candidates reach me on this mail id
[email protected]
📌 Team leader-operations (Lucknow)
🏢 TP
📍 Lucknow