Operations Manager

Roles and Responsibilities :

• Manage daily operations of the International BPO team, ensuring timely completion of tasks and meeting service level agreements (SLAs).
• Oversee people management, including recruitment, training, performance evaluation, and employee retention to minimize attrition and shrinkage.
• Develop strategies to reduce shrinkage rates by identifying root causes and implementing effective solutions.
• Collaborate with cross-functional teams to resolve customer complaints and improve overall customer satisfaction.

Job Requirements :

• 6-17 years of experience in an International Voice Process or similar industry.
• Proven track record in managing teams for at least 3 years in a leadership role.
• Strong understanding of SLA management, team handling, team leading, and people management skills.