Roles and Responsibilities

- Manage daily operations of a call center, ensuring productive use of resources and meeting performance targets.

- Oversee team handling, including recruitment, training, development, and retention to minimize shrinkage and attrition.

- Analyze key performance indicators (KPIs) such as AHT, CSAT, SLA management, TAT, KPI metrics to identify areas for improvement.

- Develop strategies to reduce costs while maintaining high levels of customer satisfaction through effective service level agreements (SLAs).

- Collaborate with cross-functional teams to drive business growth by identifying opportunities for process improvements.

Desired Candidate Profile

- 8-9 years of experience in BPO Operations or Call Center Operations.

- Strong understanding of Shrinkage, Attrition, AHT, CSAT, SLA Management, Metrics & KPI's.

- Proven track record in managing teams effectively to achieve desired results.

- Candidate Must be Graduate

- Only Female Candidate

📌 Manager (Lucknow)
🏢 STARTEK Aegis Customer Support Services
📍 Lucknow