Manager

Roles and Responsibilities

• Manage daily operations of a call center, ensuring efficient use of resources and meeting performance targets.
  
• Oversee team handling, including recruitment, training, development, and retention to minimize shrinkage and attrition.
  
• Analyze key performance indicators (KPIs) such as AHT, CSAT, SLA management, TAT, KPI metrics to identify areas for improvement.
  
• Develop strategies to reduce costs while maintaining high levels of customer satisfaction through effective service level agreements (SLAs).
  
• Collaborate with cross-functional teams to drive business growth by identifying opportunities for process improvements.
  

Desired Candidate Profile

• 8-9 years of experience in BPO Operations or Call Center Operations.
  
• Strong understanding of Shrinkage, Attrition, AHT, CSAT, SLA Management, Metrics & KPI's.
  
• Proven track record in managing teams effectively to achieve desired results.
• Candidate Must be Graduate
• Only Female Candidate