Service Delivery and Performance
Ensure daily operations run smoothly and all SLAs/KPIs are achieved
Monitor AHT, CSAT, FCR, productivity, shrinkage & quality scores
Oversee shift planning, real-time floor management & adherence
Drive effective attrition management to ensure staffing stability and smooth service delivery People Leadership
Lead, coach, and develop Team Leaders and frontline agents
Manage performance, engagement, attrition & resource planning
Conduct evaluations, feedback sessions & skill development initiatives
Client and Stakeholder Management
Act as the primary operational contact for clients
Lead WBR/MBR/QBR reviews, RCA discussions & performance updates
Build strong client relationships that support business growth
Process and Quality Improvement
Analyze data to identify trends, root causes & improvement areas
Implement corrective action plans and SOP enhancements
Collaborate with Quality & Training teams to close capability gaps
Cross-Functional Collaboration
Ensure smooth coordination with Quality & Training
Reporting and Governance
Prepare daily/weekly/monthly performance reports
Ensure compliance with data security, audit standards & client protocols
Drive continuous improvement and operational excellence
https://bdjobs.com/h/details/1510152