- Manage daily operations of the contact center, ensuring efficient handling of customer queries through phone, email, and chat support.
- Oversee a team of agents to achieve KPIs such as first call resolution rate, average handling time, and quality scores.
- Develop and implement strategies to improve operational efficiency, reduce costs, and enhance customer satisfaction.
- Collaborate with cross-functional teams to resolve complex issues related to US processes.
Job Requirements :
- 7-16 years of experience in international BPO or call center operations.
- Robust knowledge of contact center operations, including email support, chat support, and international chat process.
- Proven track record in managing teams to achieve KPI targets in a fast-paced environment.