Assistant Manager Operations || Indore || BPO

Role & responsibilities

• Need to manage the allocated span
• Should have end to end knowledge about lead management, lead accuracy, inbound process management
• Client and internal stake holder management
• Need to manage shrinkage, attrition and other OPS KPIs
• Evaluate and understand the root cause of OPS KPIs and provide detailed feedback via audits and opportunities
• Conduct Daily briefing & refresher session whenever required
• Conduct Daily review with aligned team leaders to ensure improvement on process KPIS and delivery
• Committed to meet or exceed set volume, productivity & KPI targets
• Sensitive to customer / business needs and solution driven
• Ability to identify and capture VOC (understands difference between good and bad VOS)