Operations Manager

Roles and Responsibilities

• Manage day-to-day operations of the center, ensuring seamless delivery of services to clients.
• Oversee AHT, shrinkage, attrition, CSAT, KPIs, KRAs, TAT, productivity, and rostering to achieve business objectives.
• Develop and implement strategies to improve operational efficiency and reduce costs.
• Collaborate with cross-functional teams to resolve issues and drive process improvements.
• Ensure compliance with company policies and procedures.

Desired Candidate Profile

• 8-9 years of experience in BPO operations management or similar industry.
• Strong understanding of AHT (Average Handle Time), Attrition Management, CSAT (Customer Satisfaction), KPIs (Key Performance Indicators), KRAs (Key Result Areas), Productivity metrics such as TAT (Turnaround Time).
• Excellent leadership skills with ability to manage a team effectively.
• Proven track record of driving results-oriented performance improvement initiatives.