TL Ops

Roles and Responsibilities

• Manage day-to-day operations of the team, ensuring efficient use of resources and meeting performance targets.
• Monitor and analyze key metrics such as ATRR (Average Time To Resolve) to identify areas for improvement.
• Develop and implement process improvements to increase productivity, reduce costs, and enhance customer satisfaction.
• Collaborate with cross-functional teams to resolve complex issues and drive business growth.
• Ensure compliance with company policies, procedures, and regulatory requirements.

Desired Candidate Profile

• 2-7 years of experience in BPO Operations or TL Ops role.
• Strong understanding of ATTRR (Average Time To Resolve) principles and practices.
• Excellent communication skills with ability to work effectively across multiple stakeholders.
• Proven track record of driving process improvements through data analysis and problem-solving.
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