- Manage day-to-day BPO operations and ensure achievement of targets.
- Lead and monitor Team Leaders and agents.
- Track KPIs such as productivity, quality, SLA, and customer satisfaction.
- Handle escalations and ensure timely resolution.
- Conduct performance reviews and support team development.
- Prepare MIS reports and coordinate with internal teams.
Requirements:
- 5–8 years of BPO experience with team/operations management.
- Strong leadership, communication, and analytical skills.
- Good knowledge of BPO processes and operational metrics.
- Willingness to work from Pune.