SM- Operations Manager- BPO + USA Market
Naukri Assist · Gurugram · onsite · Posted 24d ago
About a minute. You'll make an account on the way through.
About this role
Role & responsibilities
The person should be strong in:
Managing large teams through Team Leaders/Managers
Meeting SLA, productivity, quality, AHT and CSAT
Workforce planning / capacity planning / resource allocation
Preparing and presenting MIS, dashboards and performance reports
Identifying operational problems and taking corrective actions
Driving cost reduction and process improvement
Handling client/senior stakeholder discussions
Managing 247 operations / rotational shifts
Leading change/transformation initiatives
Ideal experience: 715 years in BPO/Contact Center Operations, preferably handling a large team and multiple processes.
Sourced from naukri