Walk-in || Sagility hiring Manager/Operations/Contact Center International BPO

Dear Aspirants!!!...

Sagility is hiring for Contact center operations Manager.

Eligibility:

Graduation must.

Should have overall 10 - 12yrs of experience.

• Strong exposure to international voice/contact center operations.
• Excellent communication, stakeholder management, and people leadership skills.
• Strong analytical and problem-solving abilities.
• Proficiency in MS Excel, reporting, and operational metrics.

Key Responsibilities

• Manage end-to-end contact center operations and ensure achievement of operational KPIs, SLAs, and client expectations.
• Lead, mentor, and develop Team Leaders and frontline associates to drive performance and engagement.
• Monitor productivity, quality, customer satisfaction, and adherence metrics.
• Analyze operational reports and MIS to identify trends and implement process improvements.
• Drive workforce optimization, resource planning, and capacity utilization.
• Conduct regular performance reviews, coaching sessions, and team meetings.

Preferred Skills

• Experience in managing large teams in a customer service environment.
• Strong knowledge of SLA management, attrition control, and performance management.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Ensure compliance with organizational policies, client requirements, and regulatory standards.
• Collaborate with cross-functional teams including Quality, Training, HR, WFM, and Recruitment.
• Handle client escalations and proactively resolve operational challenges.
• Drive employee engagement initiatives and retention programs.

Candidate should be flexible with night Shifts.

Two way Cab will be provided.

Thanks and Regards,

Seema Madhavi