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.
Robust 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

Advantages
Provident Fund

Application Question(s)
CCTC?
ECTC?
What is your Notice period?

Work Location: In person

📌 Assistant Manager Operations Pune
🏢 Jobmate
📍 Pune