Manager (Call Centre & Operations ) - Gurugram

Job description

Role & responsibilities Lead day-to-day call centre operations and team performance. Drive key KPIs including AHT, CSAT, FCR, service levels, productivity & quality. Manage, coach and develop Team Leaders and customer support teams. Monitor call quality, escalations and drive corrective actions. Analyse performance data to improve efficiency and customer experience. Ensure adherence to SOPs, processes and quality standards. Collaborate with cross-functional teams to resolve customer issues. Manage workforce capacity and staffing based on business volumes. Drive process improvements to enhance customer experience and reduce operational costs.