Senior Manager / Manager - Contact Centre Operations  

         

Principal Accountability 

• Ensure the daily operation standards with highest productivity. 
• Ensure accuracy and timelines of deliverables (KPIs, revenue, cost) with identify, test, and implement improvement opportunities, 
• Participate in the analysis, evaluation, and feedback on performance of the existing processes internally and with the client. 
• Responsible for managing team and assist and direct them for the set organizational targets. 
• Identify relevant training needs of team members and ensure to rectify the performance gaps.

Requirement 

• Should possess a Master's degree or a bachelor's degree from a recognized institution/university. 
• Should have minimum 5-6 years of experience in a similar capacity with prior experience in BPO/Call Center. 
• Excellent interpersonal skills with problem solving approach. 
• Hands on experience in voice ACD tools and knowledge on quality measurement tools.

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