Careers
- Careers
- Manager
Manager
ABOUT JOB
As a BPO Manager at our company, I am dedicated to driving operational excellence and ensuring the highest level of service delivery to our clients. I focus on developing training programs that empower our staff with the skills they need to meet customer expectations effectively by analyzing performance metrics and fostering a culture of continuous improvement and implementing best practices to enhance efficiency and productivity. I aim to exceed service level agreements and build strong, lasting relationships with our clients. My commitment to leadership and collaboration helps create a positive work environment that motivates our team to achieve outstanding results.
JOB DESCRIPTION
- Hiring, training, and leading call center representatives as they provide support for customers.
- Prepare regular reports on operational performance and present findings to senior management
- Assisting other management team members in identifying trends and establishing call center goals.
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
Lead regular meetings to discuss call trends, share insights, and reinforce processes and expectations.
Monitor staff performance to ensure compliance with service levels, taking corrective actions when necessary.
Understand and manage key performance indicators (KPIs) such as SLA, AHT, attrition, and customer satisfaction (CSAT, NPS).
REQUIREMENT
Age: Minimum is 18 years and the Maximum age limit is 40 years.
Experience: 4-5 Years of Experience
Education: Degree or Post Graduation
Languages: Multi Languages
Salary: Market Standard