30 Sep
|
Naukri Assist
|
Gurugram
30 Sep
Naukri Assist
Gurugram
Roles and Responsibilities :
- Manage daily operations of contact center, ensuring productive use of resources and meeting service level agreements (SLAs).
- Oversee workforce management, including staffing, scheduling, and performance monitoring to achieve optimal productivity.
- Develop and implement strategies to improve customer satisfaction ratings through effective communication with customers.
- Collaborate with cross-functional teams to identify areas for improvement in business processes and drive process enhancements.
Job Requirements :
- 7-20 years of experience in BPO management or similar industry.
- Proven track record in managing large-scale contact centers with multiple shifts.
- Strong understanding of AHT, capacity planning, CSAT, lead operations, productivity metrics, senior operations manager roles.
📌 SM - BPO Operations | USA Market (Gurugram)
🏢 Naukri Assist
📍 Gurugram