Operations Manager

Roles and Responsibilities :

• Manage daily operations of the team, ensuring timely completion of tasks and meeting service level agreements (SLAs).
• Oversee escalation management process to resolve complex issues promptly and efficiently.
• Develop and implement strategies to reduce shrinkage, attrition, and improve overall customer satisfaction (CSAT).
• Analyze key performance indicators (KPIs) to identify areas for improvement and optimize processes.

Job Requirements :

• 8-22 years of experience in international BPO or call center environment.
• Strong people management skills with ability to lead a team effectively.
• Excellent escalation management skills with ability to handle high-pressure situations calmly.
• Proven track record in reducing shrinkage, attrition rates, and improving CSAT scores.