JOB SUMMARY :

Responsible for overseeing operational performance, SLA compliance, queue management, and reporting functions within the contact center environment. The role drives service delivery improvements, operational efficiency, and data-driven decision-making by leading performance analysis, stakeholder reporting, and CRM analytics initiatives that support customer experience and business objectives in a BPO or shared services organization.

REQUIREMENTS:

• Bachelor’s degree in Business Administration, Industrial Engineering, Information Technology, Management, Data Analytics, Statistics, Communications, or other related disciplines.
• Equivalent supervisory or operational leadership experience in contact center operations, workforce management, reporting analytics, or customer experience operations may be considered in lieu of a degree.
• Minimum of 4–6 years of experience in contact center operations, operatio...