Manager

Startek (Aegis Customer Support Services Pvt. Ltd.); Lucknow; On-site; INR 1,400,000 - 2,200,000; Full time

Job summary

Startek (Aegis Customer Support Services Pvt. Ltd.) in Lucknow is seeking an experienced BPO Operations leader to own daily call center performance and ensure efficient use of resources. You will manage recruitment, training and retention to minimize shrinkage and attrition.

You will analyze KPIs such as AHT, CSAT, SLA management and TAT to identify improvements, develop cost-effective processes, and collaborate with cross-functional teams to drive growth while maintaining high service quality.

Qualifications

• 8-9 years of experience in BPO or call center operations.
• Strong knowledge of shrinkage, attrition, AHT, CSAT, SLA management and KPIs.
• Graduate degree and female candidates only.

Responsibilities

• Manage daily operations of a call center and meet performance targets.
• Oversee recruitment, training, and retention to reduce shrinkage and attrition.
• Analyze KPIs (AHT, CSAT, SLA, TAT) to identify areas for improvement.
• Develop cost-reduction strategies while maintaining customer satisfaction.
• Collaborate with cross-functional teams to drive growth and process improvements.

Skills

KPI analysis

Performance management

Team leadership

Recruitment & training

Cost optimization

Customer service excellence

Education

Graduate degree

Job description

Roles and Responsibilities

• Manage daily operations of a call center, ensuring efficient use of resources and meeting performance targets.
• Oversee team handling, including recruitment, training, development, and retention to minimize shrinkage and attrition.
• Analyze key performance indicators (KPIs) such as AHT, CSAT, SLA management, TAT, KPI metrics to identify areas for improvement.
• Develop strategies to reduce costs while maintaining high levels of customer satisfaction through effective service level agreements (SLAs).
• Collaborate with cross-functional teams to drive business growth by identifying opportunities for process improvements.

Desired Candidate Profile

• 8-9 years of experience in BPO Operations or Call Center Operations.
• Strong understanding of Shrinkage, Attrition, AHT, CSAT, SLA Management, Metrics & KPI's.
• Proven track record in managing teams effectively to achieve desired results.
• Candidate Must be Graduate
• Only Female Candidate