Operations Manager

Roles and Responsibilities :

• Manage daily operations of the center, ensuring adherence to SLAs and KPIs.
• Oversee people management functions such as recruitment, training, performance evaluation, and employee retention.
• Identify areas for improvement and implement process enhancements to reduce shrinkage and attrition rates.
• Collaborate with international teams to resolve complex customer escalations.

Job Requirements :

• 9-17 years of experience in BPO/Call Centre industry.
• Strong understanding of CSAT, SLA management, escalation management, and KRA principles.
• Excellent people management skills with ability to lead high-performing teams.