Operations Manager

Roles and Responsibilities :

• Manage daily operations of the contact center, ensuring efficient handling of customer queries and issues.
• Oversee sales operations, including lead generation, conversion rates, and customer satisfaction metrics.
• Develop and implement strategies to improve operational efficiency, reduce costs, and enhance overall performance.
• Collaborate with cross-functional teams to resolve complex issues and drive business growth.

Job Requirements :

• 5-15 years of experience in BPO/Call Center Operations or related field.
• Proven track record in managing international process flows for multiple clients simultaneously.
• Strong understanding of SLA management principles and ability to develop effective SLAs for customers.
• Excellent knowledge of Sales Process, Customer Service Operations, Contact Center Operations.