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Operations Manager

Operations Manager

Policybazaar

12 - 20 years

10 - 17 Lacs

kochi hyderabad

Posted:2 weeks ago| Platform:

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Skills Required

inbound process call center operations cross selling voice process sla management call center management bpo operations contact center operations process management retention attrition upselling bpo operations management csat customer service operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

Roles and Responsibilities

Manage daily operations of the contact center, ensuring seamless delivery of services to clients.
Oversee BPO operations management, including call center management, customer service operations, and voice processing.
Develop and implement strategies to reduce attrition rates through effective retention initiatives.
Ensure compliance with SLAs (Service Level Agreements) by monitoring key performance indicators such as CSAT (Customer Satisfaction) and KPIs (Key Performance Indicators).
Collaborate with cross-functional teams to drive upselling and cross-selling opportunities.

Desired Candidate Profile

Must have inbound voice process experience
Team size must be 100 + including associate , TL, AM and DM reporting to you
12-20 years of experience in BPO/Call Center industry with expertise in Contact Center Operations, BPO Operations Management, Call Center Management, Inbound Processing, Customer Service Operations, Voice Processing, Upselling/Cross Selling techniques.
Proven track record of reducing attrition rates through effective retention initiatives.
Strong understanding of process management principles for efficient workflow optimization.
Excellent communication skills for effective collaboration with internal stakeholders.

How to Apply Interested Candidate can share their updated CV at kanishkabisht@policybazaar.com or WhatsApp - 9582253267 with the following details -

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