Operations Team Lead

Startek (Aegis Customer Support Services Pvt. Ltd.); Khordha; On-site; INR 500,000 - 800,000; Full time

Job summary

A leading customer support firm in Bhubaneswar is seeking a candidate with 3-8 years of experience in BPO Operations. The role involves managing daily operations at the contact center, overseeing team performance, and implementing strategies to ensure customer satisfaction. Strong leadership skills, excellent communication abilities, and a solid understanding of KPI analysis are essential. The position demands the capability to work under pressure and prioritize tasks in a fast-paced environment.

Qualifications

• 3-8 years of experience in BPO Operations or Call Center Operations.
• Strong understanding of Attrition Control, Shrinkage Control, SLA Management, KPI analysis.
• Excellent communication skills with ability to lead a team effectively.

Responsibilities

• Manage daily operations of the contact center.
• Oversee team performance and implement strategies for improvement.
• Monitor key performance indicators (KPIs) to ensure customer satisfaction.
• Escalate critical issues to management as necessary.
• Collaborate with teams to improve overall process efficiency.

Skills

Experience in BPO Operations

Team leadership

KPI analysis

Communication skills

Job description

Roles and Responsibilities

• Manage daily operations of the contact center, ensuring efficient handling of customer queries and issues.
• Oversee team performance, identifying areas for improvement and implementing strategies to reduce attrition and shrinkage.
• Monitor key performance indicators (KPIs) such as AHT, CSAT, NPS, TAT, and KRA to ensure high levels of customer satisfaction.
• Escalate critical issues promptly to senior management or other relevant stakeholders when necessary.
• Collaborate with cross-functional teams to resolve complex problems and improve overall process efficiency.

Desired Candidate Profile

• 3-8 years of experience in BPO Operations or Call Center Operations.
• Strong understanding of Attrition Control, Shrinkage Control, SLA Management, KPI analysis.
• Excellent communication skills with ability to lead a team effectively.
• Ability to work under pressure in fast-paced environments with multiple priorities.

Work location: Bhubaneswar