Operations Manager

Startek (Aegis Customer Support Services Pvt. Ltd.); Lucknow; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Startek (Aegis Customer Support Services Pvt. Ltd.) is seeking an experienced operations leader to manage daily center activities and ensure seamless delivery of services to clients in a fast-paced environment.

You will oversee key metrics such as AHT, CSAT, KPIs, KRAs, and TAT, while driving productivity and rostering to meet business targets. Collaboration with cross-functional teams and strict adherence to policies are essential for success.

Qualifications

• 8-9 years of experience in BPO operations management or similar industry.

Responsibilities

• Manage day-to-day operations of the center, ensuring seamless delivery of services to clients.
• Oversee AHT, shrinkage, attrition, CSAT, KPIs, KRAs, TAT, productivity, and rostering to achieve business objectives.
• Develop and implement strategies to improve operational efficiency and reduce costs.
• Collaborate with cross-functional teams to resolve issues and drive process improvements.
• Ensure compliance with company policies and procedures.

Skills

AHT

Attrition Management

CSAT

KPIs

KRAs

TAT

Productivity metrics

Job description

Roles and Responsibilities

• Manage day-to-day operations of the center, ensuring seamless delivery of services to clients.
• Oversee AHT, shrinkage, attrition, CSAT, KPIs, KRAs, TAT, productivity, and rostering to achieve business objectives.
• Develop and implement strategies to improve operational efficiency and reduce costs.
• Collaborate with cross-functional teams to resolve issues and drive process improvements.
• Ensure compliance with company policies and procedures.

Desired Candidate Profile

• 8-9 years of experience in BPO operations management or similar industry.
• Strong understanding of AHT (Average Handle Time), Attrition Management, CSAT (Customer Satisfaction), KPIs (Key Performance Indicators), KRAs (Key Result Areas), Productivity metrics such as TAT (Turnaround Time).
• Excellent leadership skills with ability to manage a team effectively.
• Proven track record of driving results-oriented performance improvement initiatives.