BPO Assistant Operation Manager

Kriyalogic Technologies; Pune District; On-site; INR 600,000 - 900,000; Full time

Job summary

Kriyalogic Technologies in Pune, India, is seeking an experienced Customer Service Operations Manager to oversee daily inbound support and ensure service level targets are met. You will lead Team Leaders and CS Executives, monitor KPIs such as SLA, AHT, CSAT, Quality, and FCR, and drive performance improvements through coaching, performance reviews, and escalation handling.

Packaging strong leadership and process improvement, you will analyze performance data and collaborate with

Responsibilities

• Manage daily inbound customer service operations and ensure service level targets are achieved.
• Lead, mentor, and motivate Team Leaders and Customer Service Executives.
• Monitor KPIs such as SLA, AHT, CSAT, Quality, FCR, and productivity.
• Handle customer escalations and ensure timely resolution.
• Conduct performance reviews, coaching sessions, and provide constructive feedback.
• Analyze performance reports and identify opportunities for process improvement.

Job description

• Key Responsibilities Manage daily inbound customer service operations and ensure service level targets are achieved.
• Lead, mentor, and motivate Team Leaders and Customer Service Executives.
• Monitor KPIs such as SLA, AHT, CSAT, Quality, FCR, and productivity.
• Handle customer escalations and ensure timely resolution.
• Conduct performance reviews, coaching sessions, and provide constructive feedback.
• Analyze performance reports and identify opportunities for process improvement.