Manager - OPS

• Manage day-to-day operations of the team, ensuring efficient call handling, shrinkage control, and attrition management.
• Oversee AHT calculation and reporting to ensure accurate tracking of agent performance.
• Develop and implement strategies to reduce shrinkage rates and improve overall operational efficiency.
• Lead by example, setting high standards for quality assurance, customer service excellence, and teamwork.
• Collaborate with other departments to resolve issues related to scheduling, training, or process improvements.

Desired Candidate Profile

• Overall 9 years of experience 2 Years as Manager OPS in BPO/Call Centre environment with a focus on Operations Management.
• Strong understanding of AHT calculation principles and ability to analyze data effectively.
• Excellent leadership skills with experience managing teams towards achieving targets such as Shrinkage & Attrition reduction.