Roles and Responsibilities
Manage daily operations of the contact center, ensuring effective 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 robust client relationships.
Proven track record in reducing shrinkage rates through effective people management practices.

📌 Team Lead Ops Lucknow
🏢 Startek Aegis Customer Support Services
📍 Lucknow