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Manager - OPS

5 - 9 years

8 - 9 Lacs

Lucknow

Posted:1 month ago| Platform: Naukri logo

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Skills Required

Leadership Shrinkage AHT Calculation Attrition

Work Mode

Work from Office

Job Type

Full Time

Job Description

Roles and Responsibilities Manage day-to-day operations of the team, ensuring efficient call handling, shrinkage control, and attrition management. Oversee AHT calculation and reporting to ensure accurate tracking of agent performance. Develop and implement strategies to reduce shrinkage rates and improve overall operational efficiency. Lead by example, setting high standards for quality assurance, customer service excellence, and teamwork. Collaborate with other departments to resolve issues related to scheduling, training, or process improvements. Desired Candidate Profile Overall 9 years of experience 2 Years as Manager OPS in BPO/Call Centre environment with a focus on Operations Management. Strong understanding of AHT calculation principles and ability to analyze data effectively. Excellent leadership skills with experience managing teams towards achieving targets such as Shrinkage & Attrition reduction.

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