SM - BPO Operations | USA Market

Roles and Responsibilities :

• Manage daily operations of contact center, ensuring efficient use of resources and meeting service level agreements (SLAs).
• Oversee workforce management, including staffing, scheduling, and performance monitoring to achieve optimal productivity.
• Develop and implement strategies to improve customer satisfaction ratings through effective communication with customers.
• Collaborate with cross-functional teams to identify areas for improvement in business processes and drive process enhancements.

Job Requirements :

• 7-20 years of experience in BPO management or similar industry.
• Proven track record in managing large-scale contact centers with multiple shifts.
• Strong understanding of AHT, capacity planning, CSAT, lead operations, productivity metrics, senior operations manager roles.