AGM - Operations

A leading global services company focusses on delivering best in class customer experience is looking for a leader to manage its domestic business. The incumbent shall be responsible for complete operations part.

Should have experience in handling 500+ agents (50% sales and 50% customer service)

Responsibilities:

- Creation and monitoring of operational metrics.

- Establish and expand relationships with key individuals. Manage client relationships, client visits etc.

- Managing escalations related to people, policies and process.

- Motivate team members, listen to team members feedback and resolve any issues or conflicts

- Looking after capacity planning, staffing forecast and administration of the operations floor.

- Motivating and inspiring the team to surpass their potential.

Profile Expectations:

- Candidate should have experience / knowledge of several business(Voice/Email/Chat)

- Should have 10+ years of relevant experience with BPO.

- Must have...