- Manage and oversee multiple BPO processes, including Sales and Customer Support (Inbound & Outbound).
- Lead Team Leaders, Supervisors, and Executives to achieve operational and business targets.
- Monitor daily productivity, attendance, performance metrics, and service levels.
- Develop and implement strategies to improve operational efficiency and team performance.
- Ensure adherence to company policies, quality standards, and client requirements.
- Analyze performance reports and identify areas for improvement.
- Conduct regular team reviews, coaching sessions, and performance evaluations.
- Collaborate with HR for recruitment, training, and workforce planning.
- Handle escalations and ensure timely resolution of customer and operational issues.
- Monitor key performance indicators (KPIs) such as Conversion Rate, Revenue, AHT, CSAT, Quality Scores, and Productivity.
- Prepare and present operational reports to senior management.
- Drive employee engagement and maintain a positive work environment.
Ensure achievement of monthly, quarterly, and annual business goals.
Pay: ₹32,000.00 - ₹45,000.00 per month
Benefits:
Work Location: In person
