Location
Thane | India
Job description
Oversees a team of agents, responsible for monitoring both outbound and inbound call volumes. Implements load balancing strategies and reallocates tasks during peak call volumes to ensure efficient operations.
- Analyzes dialer performance and associated metrics to detect trends, patterns, and areas requiring enhancement.
- Produces comprehensive reports detailing agent performance metrics and key indicators.
- Utilizes data analysis to offer insights and recommendations aimed at enhancing agent productivity optimization.
- Should identify process bottlenecks, recommend system enhancements or automation opportunities, and implement best practices to increase efficiency and productivity.
- Ensure the Daily / Weekly / Monthly / Quarterly Operational plans are driven and achieved across the team with consistency.
- Understand the Process and guide the Team Supervisors on daily operational activities to ensure BAU.
- Monitor and Drive agreed SLA s (Productivity, Quality TAT) and provide direction wherever needed to ensure no breaches.
- Review process related documentation with the Team Supervisors and ensure they are up to date.
- Conducted routine meetings with both internal and external stakeholders to discuss concerns, address issues, and offer constructive suggestions.
- Effectively and professionally address operational and personnel issues as they arise, ensuring resolution and maintaining a conducive work environment.
Other Requirements
- Minimum HSC or equivalent qualification
- Excellent written and verbal communication skills
- Minimum 3-5 year of work experience as an Operations Manager in BPO s
- Background Screening / Call center management industry preferred
- Good in data analysis
- Good practical experience with MS Office
- Strong leadership organizational and problem-solving skills
- Good interpersonal and communication skills
- Hand-on experience on Microsoft Office applications
Job tags
Salary
