Roles and Responsibilities

Manage daily operations of the contact center, ensuring seamless delivery of services to clients.
Oversee BPO operations management, including call center management, customer service operations, and voice processing.
Develop and implement strategies to reduce attrition rates through effective retention initiatives.
Ensure compliance with SLAs (Service Level Agreements) by monitoring key performance indicators such as CSAT (Customer Satisfaction) and KPIs (Key Performance Indicators).
Collaborate with cross-functional teams to drive upselling and cross-selling opportunities.

Desired Candidate Profile

Must have inbound voice process experience
Team size must be 100 + including associate , TL, AM and DM reporting to you
12-20 years of experience in BPO/Call Center industry with expertise in Contact Center Operations, BPO Operations Management, Call Center Management, Inbound Processing, Customer Service Operations, Voice Processing, Upselling/Cross Selling techniques.
Proven track record of reducing attrition rates through effective retention initiatives.
Strong understanding of process management principles for efficient workflow optimization.
Excellent communication skills for effective collaboration with internal stakeholders.
Must be fluent in Malayalam

Operations Manager