BPO Operations Manager – BFSI Account

Overview

Description: Manage and lead a team of customer service representatives, ensuring they are equipped with the necessary skills and resources to deliver outstanding service.

Responsibilities

• Monitor and analyse key performance metrics to identify opportunities for process improvement and drive operational excellence.
• Collaborate with cross-functional teams to develop and implement strategies that enhance the customer experience.
• Liaise with clients to understand their evolving needs and translate them into actionable plans.
• Foster a positive and engaged work culture, supporting the professional development of your team.
• Ensure compliance with all relevant policies, procedures and regulatory requirements.
• Contribute to the continuous improvement of our service delivery, leveraging data-driven insights.

Requirements

• Proven track record of successfully managing opera...