Job Description
Roles and Responsibilities
Manage day-to-day operations of the contact center, ensuring efficient handling of customer queries and issues.
Oversee team performance, providing guidance and support to achieve targets and goals.
Develop and implement process improvements to enhance productivity, quality, and customer satisfaction.
Collaborate with cross-functional teams to resolve complex issues and drive business growth.
Ensure compliance with company policies, procedures, and regulatory requirements.
Desired Candidate Profile
3-5 years of experience in BPO Operations Management or related field.
Strong understanding of call center operations, contact center operations, customer service operations, or similar industries.
Proven track record in managing teams effectively to achieve operational excellence.
Excellent communication skills with ability to work under pressure during peak periods.
Manage day-to-day operations of the contact center, ensuring efficient handling of customer queries and issues.
Oversee team performance, providing guidance and support to achieve targets and goals.
Develop and implement process improvements to enhance productivity, quality, and customer satisfaction.
Collaborate with cross-functional teams to resolve complex issues and drive business growth.
Ensure compliance with company policies, procedures, and regulatory requirements.
Desired Candidate Profile
3-5 years of experience in BPO Operations Management or related field.
Strong understanding of call center operations, contact center operations, customer service operations, or similar industries.
Proven track record in managing teams effectively to achieve operational excellence.
Excellent communication skills with ability to work under pressure during peak periods.