Operations Manager

Roles and Responsibilities :

• Manage daily operations of the center, ensuring efficient use of resources and meeting customer service standards.
• Oversee team performance, providing guidance on process improvements and coaching to reduce attrition and shrinkage.
• Develop and implement strategies to improve CSAT (Customer Satisfaction) scores through effective people handling and conflict resolution.
• Ensure compliance with SLAs (Service Level Agreements) by monitoring key performance indicators such as AHT (Average Handle Time).

Job Requirements :

• 8-21 years of experience in international BPO or call center environment.
• Proven track record in managing teams effectively to achieve operational excellence.
• Strong understanding of attrition management, CSAT improvement initiatives, and SLA management principles.
• Excellent people management skills with ability to handle complex situations professionally.