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

• Bachelor’s Degree

• 2 years of managerial experience

• Customer service experience preferred

• Motivated self-starter

• Excellent verbal communication skills

• 2 years of call center experience required

• Experience

  2 - 3 Years

• No. of Openings

  10

• Education

  B.A, M.A, M.B.A/PGDM, M.Com

• Role

  BPO Operations Manager

• Industry Type

  Call Centre / BPO / KPO / ITES / LPO

• Gender

  Female

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office