Roles and Responsibilities

- Manage daily operations of the contact center, ensuring efficient handling of customer queries and issues.

- Oversee team performance, identifying areas for improvement and implementing strategies to reduce shrinkage and attrition.

- Develop and maintain relationships with clients, understanding their needs and expectations to deliver exceptional service levels.

- Analyze key performance indicators (KPIs) such as AHT, CSAT, KRA, SLA management, and SHRINKAGE CONTROL to optimize operational efficiency.

- Collaborate with cross-functional teams to resolve complex issues and improve overall process effectiveness.

Desired Candidate Profile

- Overall 3 years of experience in BPO Operations Management 1 Year as Team Lead OPS

- Solid knowledge of Call Center Operations, Contact Center Operations, BPO Operations Management principles.

- Excellent communication skills with ability to build strong client relationships.

- Proven track record in reducing shrinkage rates through effective people management practices.

📌 Team Lead OPS (Lucknow)
🏢 STARTEK Aegis Customer Support Services
📍 Lucknow