Manager - BPO Operations - Call center
Published date: 2026/11/06
- Location: Bangalore, Karnataka, India
Roles and Responsibilities :- Prepares call center performance reports by collecting and analyzing call agents' data.- Evaluates individual performance reviews and overall team effectiveness with upper management.- Helps call agents with challenging customer service issues.- Monitors team performance and provide tools if necessary.- Determines call center operational strategies by evaluating team results and objectives.- Maintains and improves call center operations by monitoring system performance and identifying and resolving problems.- Meets financial targets by estimating performance requirements and preparing annual budgets.- Presents monthly and annual call center action plans and objectives.- Collect and analyze statistics (sales, costs, customer service metrics, etc.)- Evaluate performance with key metrics (client-defined SLAs.)- Develop objectives for the process day-to-day activities- Excellent communication skills in Kannada and English.. (ref:iimjobs.com
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