Job Description
Job Description
Roles and Responsibilities
- Manage a team of associates to achieve Service and Sales Deliverables, ensuring effective communication and collaboration among team members.
- Oversee daily operations, including scheduling, training, and performance management to maintain high levels of productivity.
- Develop and implement strategies to reduce shrinkage and attrition rates, improving overall efficiency in operations.
- Monitor key performance indicators (KPIs) such as AHT, SLA management, KRA achievement, and sales team leadership to drive business growth.
- Ensure compliance with company policies and procedures while handling customer escalations effectively.
Desired Candidate Profile
- 4-9 years of experience in BPO operations or similar industry.
- Proven track record in managing teams towards achieving Sales targets.
- Strong understanding of KPI analysis and its impact on business outcomes.
- Good communication skills for effective co...
Roles and Responsibilities
- Manage a team of associates to achieve Service and Sales Deliverables, ensuring effective communication and collaboration among team members.
- Oversee daily operations, including scheduling, training, and performance management to maintain high levels of productivity.
- Develop and implement strategies to reduce shrinkage and attrition rates, improving overall efficiency in operations.
- Monitor key performance indicators (KPIs) such as AHT, SLA management, KRA achievement, and sales team leadership to drive business growth.
- Ensure compliance with company policies and procedures while handling customer escalations effectively.
Desired Candidate Profile
- 4-9 years of experience in BPO operations or similar industry.
- Proven track record in managing teams towards achieving Sales targets.
- Strong understanding of KPI analysis and its impact on business outcomes.
- Good communication skills for effective co...
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