Key Responsibilities:

- Manage day-to-day operations of the inbound process and ensure smooth workflow.

- Monitor key metrics such as SLA, AHT, CSAT, productivity, and service quality.

- Drive shrinkage and attrition control initiatives.

- Ensure achievement of process SLAs and operational targets.

- Manage team performance, coaching, and employee engagement.

- Identify operational gaps and implement corrective actions.

- Prepare and share regular performance reports with management.

- Handle escalations and ensure timely resolution of customer issues.

Requirements:

- 6+ years of experience in BPO Operations, preferably in a domestic inbound process.

- Strong knowledge of SLA, shrinkage, attrition, productivity, and performance management.

- Excellent communication, analytical, and leadership skills.

- Ability to manage teams and work in a target-driven setting.

Pay: ₹55,000.00 - ₹62,000.00 per month

Benefits

- Provident Fund

Application Question(s)

- CCTC?

- ECTC?

- What is your Notice period?

Work Location: In person

📌 Assistant Manager - Operations (Pune)
🏢 Jobmate
📍 Pune