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Manager - OPS

Manager - OPS

ConfidentialLucknow
3 days ago
Job description
  • Manage day-to-day operations of the team, ensuring efficient call handling, shrinkage control, and attrition management.
  • Oversee AHT calculation and reporting to ensure accurate tracking of agent performance.
  • Develop and implement strategies to reduce shrinkage rates and improve overall operational efficiency.
  • Lead by example, setting high standards for quality assurance, customer service excellence, and teamwork.
  • Collaborate with other departments to resolve issues related to scheduling, training, or process improvements.

    • Desired Candidate Profile

    • Overall 9 years of experience 2 Years as Manager OPS in BPO / Call Centre environment with a focus on Operations Management.
    • Strong understanding of AHT calculation principles and ability to analyze data effectively.
    • Excellent leadership skills with experience managing teams towards achieving targets such as Shrinkage & Attrition reduction.

      • Skills Required

      Leadership, shrinkage , Attrition

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