Manager - Call Centre Operations - BPO

Call Centre Operations Manager

Job Description :

- Operations Manager is in charge of handling the entire Call Center operations which includes inbound customer service, outbound and complaints management. He/She will supervise a team of 200 plus executives

- Ensure Team Leaders are delivering individual Service Level Agreements & Key Performance Indicators

- Maximize Productivity.

- Monitoring calls, giving feedback, Preparing reports and report to management on areas of improvement.

- To recruit, induct, develop and support a team delivering verify cautions standards.

- To supervise the workload of the team, allocating team members to optimize service provision and administrative support across the hours of the operation of the Call Center team.

- He is in charge of ensuring that the Call Center team complies with the goals, objectives and standards of the organization in order to meet customer satisfaction and deadlines.