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 Telugu
