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Common operations role in metro with broad requirements and recognized BPO brand, making candidate competition high.
Role favors BPO/call-center experience and SLA-driven operations, reducing cross-industry transferability.
Explicit 7+ years and 2+ years management experience, plus call-center and SLA expertise, enforce strict filters.
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Coach and supervise a group of Team Leaders ensuring adherence to Company policies and operational standards.
Achieve Client Service Level Agreements and financial goals through analysis, reporting, and implementation of improvement plans.
Manage client relationships and lead cross-functional collaboration to drive continuous improvement and staffing adjustments.
Associate's Degree in related field preferred.
More than seven years of experience with at least two years of progressive management experience preferred.
Call center experience preferred.
Location requirement: Kolkata, India (Unitech Hitech, Blk A, Tower AI, 4th Flr).
Experienced in managing multiple team leaders and accountable for team performance and operational results.
Skilled in coaching, developing performance action plans, and handling employee relations professionally.
Capable of analyzing and improving operational processes in a fast-paced, deadline-driven environment with client interaction experience.