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Job Description Roles & Responsibilities
Responsible for managing end-to-end operational delivery for inbound and outbound voice processes, along with chat and email support
Lead and manage a team of customer service associates across voice, chat, and email channels.
Ensure achievement of SLAs, KPIs, and client contractual requirements.
Creating reporting and presentations to connect with internal and external stakeholders.
Conduct regular performance reviews, coaching sessions, and capability upskilling.
Skill set
Should have experience in Contact Centre / BPO operations.
Strong Voice proficiency with C1 English level
Experience handling Inbound, Outbound, Chat, and Email processes
Hands-on experience with CRM tools, telephony systems, and WFM tools.
Skills Required
RoleAssociate / Lead – Contact Center Operations
Industry TypeITES/BPO/KPO
Functional AreaITES/BPO/Customer Service
Required Education Graduation
Employment TypeFull Time, Permanent
Key Skills
- CONTACT CENTER OPERATIONS
Other Information
Job CodeGO/JC/2393/2026
Recruiter Nameraja palaniappan