Operations Manager

Roles and Responsibilities :

• Manage contact center operations to ensure seamless service delivery, meeting customer expectations and SLAs.
• Oversee daily activities of the team, including scheduling, training, coaching, and performance management.
• Develop and implement process improvements to increase efficiency, reduce costs, and enhance customer satisfaction.
• Collaborate with cross-functional teams to resolve complex issues and drive business growth.

Job Requirements :

• 10-14 years of experience in BPO/Call Center industry with expertise in Contact Center Operations.
• Proven track record of managing large teams (50+ agents) with excellent results.
• Strong understanding of US Healthcare domain knowledge preferred but not mandatory.