Operations Manager

Roles and Responsibilities :

• Manage daily operations of the center, ensuring efficient use of resources and meeting service level agreements (SLAs).
• Oversee people management, including recruitment, training, performance evaluation, and employee retention.
• Analyze key performance indicators (KPIs) such as AHT, CSAT, attrition rate, shrinkage rate to identify areas for improvement.
• Develop strategies to reduce costs through process improvements and escalation management.

Job Requirements :

• 7-20 years of experience in international BPO or call center environment.
• Proven track record in managing teams effectively with strong people management skills.
• Excellent process management skills with ability to analyze data from various sources like AHT reports etc.