BPO Operations Manager

DVP Enterprises

Call Centre Operations Manager Job Responsibilities

Conduct staff performance reviews, assess needs, cost/benefit analysis, and other operational strategy assessments.

Establish a high standard for productivity, quality, and customer service as well as define user guidelines.

Develop company systems for customer interaction and voice response and control the implementation process.

Manage and improve center performance through performance monitoring, problem resolution, system audits, and quality

assurance measures.

Aid the human resources department in the recruitment process by interviewing potential hires and outlining clear job

expectations.

Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance, and scheduling

expenses.

Summarize, collect, and analyze call center trends and data for regular performance reports.

Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed.

Maintain consistent professional improvement through company-provided workshops, tracking call center trends, and

active participation in team projects.

Call Centre Operations Manager Qualifications

Bachelors Degree

2 years of managerial experience

Customer service experience preferred

Motivated self-starter

Excellent verbal communication skills

2 years of call center experience required

• Experience2 - 3 Years
• No. of Openings10
• EducationB.A, M.A, M.B.A/PGDM, M.Com
• RoleBPO Operations Manager
• Industry TypeCall Centre / BPO / KPO / ITES / LPO
• GenderFemale
• Job CountryIndia
• Job TypeWork from Office