- Manage day-to-day operations of the team, ensuring efficient call handling, shrinkage control, and attrition management.
- Oversee AHT calculation and reporting to ensure accurate tracking of agent performance.
- Develop and implement strategies to reduce shrinkage rates and improve overall operational efficiency.
- Lead by example, setting high standards for quality assurance, customer service excellence, and teamwork.
- Collaborate with other departments to resolve issues related to scheduling, training, or process improvements.

Desired Candidate Profile

- Overall 9 years of experience 2 Years as Manager OPS in BPO/Call Centre environment with a focus on Operations Management.
- Robust understanding of AHT calculation principles and ability to analyze data effectively.
- Excellent leadership skills with experience managing teams towards achieving targets such as Shrinkage & Attrition reduction.

Skills: shrinkage , Attrition, Leadership

Experience: 5.00-9.00 Years

📌 Manager - OPS (Lucknow)
🏢 Startek
📍 Lucknow