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22/04 Rajasekhar K
SEO Analyst at Vervenest Technologies Pvt Ltd

Views:442 Applications:85 Rec. Actions:Recruiter Actions:60

Manager - BPO Operations - Call center (4-7 yrs)

Bangalore Job Code: 1083884

Roles and Responsibilities :

- Prepares call center performance reports by collecting and analyzing call agents' data.

- Evaluates individual performance reviews and overall team effectiveness with upper management.

- Helps call agents with challenging customer service issues.

- Monitors team performance and provide tools if necessary.

- Determines call center operational strategies by evaluating team results and objectives.

- Maintains and improves call center operations by monitoring system performance and identifying and resolving problems.

- Meets financial targets by estimating performance requirements and preparing annual budgets.

- Presents monthly and annual call center action plans and objectives.

- Collect and analyze statistics (sales, costs, customer service metrics, etc.)

- Evaluate performance with key metrics (client-defined SLAs.)

- Develop objectives for the process day-to-day activities

- Excellent communication skills in Kannada and English..

Women-friendly workplace:

Maternity and Paternity Benefits

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