Roles and Responsibilities

- Manage day-to-day operations of the center, ensuring seamless delivery of services to clients.

- Oversee AHT, shrinkage, attrition, CSAT, KPIs, KRAs, TAT, productivity, and rostering to achieve business objectives.

- Develop and implement strategies to improve operational efficiency and reduce costs.

- Collaborate with cross-functional teams to resolve issues and drive process improvements.

- Ensure compliance with company policies and procedures.

Desired Candidate Profile

- 8-9 years of experience in BPO operations management or similar industry.

- Solid understanding of AHT (Average Handle Time), Attrition Management, CSAT (Customer Satisfaction), KPIs (Key Performance Indicators), KRAs (Key Result Areas), Productivity metrics such as TAT (Turnaround Time).

- Excellent leadership skills with ability to manage a team effectively.

- Proven track record of driving results-oriented performance improvement initiatives.

📌 Operations Manager (Lucknow)
🏢 STARTEK Aegis Customer Support Services
📍 Lucknow