Dr.Agarwal's Eye Hospital - Manager - Contact Center Operations

Role & responsibilities

- Manage end-to-end call center and backend banking operations

- Lead and manage large teams, ensuring productivity and SLA adherence

- Drive performance improvement and operational efficiency

- Monitor KPIs, MIS reports, and dashboards for performance tracking

- Handle escalations and ensure timely resolution

- Coach and mentor team members to improve quality and efficiency

- Continuously improve processes to reduce TAT and enhance service delivery

Preferred candidate profile

- 8+ years of experience in Call Center / BPO / Banking Operations

- Proven track record of managing large teams and handling complex operational challenges with a solution-oriented approach.

- Strong analytical and problem-solving skills

- Ability to thrive in a fast-paced, dynamic environment with a proactive and innovative mindset

- Hands-on experience in MIS reporting, data analysis, and performance tracking