Location: Surat, Gujarat, India
Category: Customer Success, Service & Operations
Salary: 25,000 - 35,000 INR / monthly
Full-time
Complete monitoring of the team and team performance in BPO Process. Managing day-to-day planning, operational challenges, and solving problems of a team of agents, Shrinkage (Formulas, types), attrition (Formulas), AHT, Forecasting.SLA, KPA, KPI, Restring. Maintenance of the data records, meeting revenues & targets. Maintaining a daily MIS report.
1. Monitor team performance in BPO process.
2. Manage day-to-day planning and operational challenges.
3. Solve problems of a team of agents.
4. Maintain data records and meet revenues & targets.
5. Prepare daily MIS reports.
1. Good communication skills.
2. Strong understanding of AML regulations.
3. Knowledge of attrition, shrinkage calculations.
4. Proficiency in using CRM software for data analysis.
5. Previous experience in BPO outbound process.