Roles and Responsibilities :

- Lead a team of BPO professionals to achieve operational excellence, ensuring high levels of customer satisfaction (CSAT) and low attrition rates.

- Develop and implement strategies to reduce shrinkage, improve productivity, and enhance overall performance metrics.

- Collaborate with cross-functional teams to identify areas for improvement and drive process changes that benefit both the company and customers.

- Analyze data to measure key performance indicators such as CSAT, attrition rate, and shrinkage percentage.

Job Requirements :

- 4-8 years of experience in BPO operations leadership roles with a focus on international voice processes.

- Proven track record of driving business results through effective people management practices.

- Robust understanding of industry best practices in BPO operations, including customer service standards (CSAT) and employee retention techniques.

📌 Operations Team Lead (Bengaluru)
🏢 Concentrix
📍 Bengaluru