Key Responsibilities
- Manage end-to-end contact center operations.
- Handle Team Leaders and drive team performance.
- Ensure SLA, KPI, CSAT, productivity, and quality targets are achieved.
- Monitor daily operational performance and prepare MIS reports.
- Drive process improvements and client satisfaction.
- Handle escalations and maintain smooth operational flow.
- Coach and mentor teams for performance enhancement.
Candidate Requirements
- Graduation Mandatory.
- 6–10 years of overall BPO experience.
- Minimum 2–3 years experience as AM Operations in BPO/Healthcare process.
- Robust knowledge of Contact Center metrics and operations.
- Good communication, stakeholder management, and team handling skills.
- Experience in Healthcare BPO preferred.