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 environment.

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

Perks:

- Provident Fund

Application Question(s):

- CCTC?
- ECTC?
- What is your Notice period?

Work Location: In person

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