Operations Manager - BPO

Client: TaskUs

Job Title : Operations Manager

City : Indore, Madhya Pradesh, India

Description:

- Develop objectives for the day-to-day activities, Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)

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

- Assume responsibility of budgeting and tracking expenses.

- Hire, coach and provide training to personnel to maintain high customer service standards

- Monitor and improve ordering, telephone handling and other procedures

- Evaluate performance with key metrics (accuracy, call-waiting time etc.)

- Prepare reports for different departments or upper management

Requirements and skills :

- Proven experience as call center manager or similar position

- Experience in customer service is required

- Knowledge of performance evaluation and customer service metrics

- Solid understanding of reporting and budgeting procedures

- Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)

- Proficient in MS Office

- Outstanding communication and interpersonal skills

- Excellent organizational and leadership skills with a problem-solving ability

- Positive and patient