India BPO Operations Assistant Manager-Bangalore (Pune Division)

Avant de postuler un emploi, slectionnez votre langue de prfrence parmi les options disponibles en haut droite de cette page. Dcouvrez votre prochaine opportunit au sein d'une organisation qui compte parmi les 500 plus importantes entreprises mondiales. Envisagez des opportunits innovantes, dcouvrez notre culture enrichissante et travaillez avec des quipes talentueuses qui vous poussent vous dvelopper chaque jour. Nous savons ce quil faut faire pour diriger UPS vers l'avenir : des personnes passionnes dotes dune combinaison unique de comptences. Si vous avez les qualits, de la motivation, de l'autonomie ou le leadership pour diriger des quipes, il existe des postes adapts vos aspirations et vos comptences d'aujourd'hui et de demain. Job Summary Fiche de poste : India BPO Operations Manager is responsible for managing relationships with third-party vendor contact center to deliver of high-quality customer service, operational efficiency, and compliance. This role acts as a liaison between the organization and outsourced vendor partners, driving performance, accountability, and continuous improvement. This position monitors contact center performance results, develops and executes action plans to ensure business goals are achieved. He/she is responsible for identifying root causes and developing corrective and preventive action plans for improving customer experience. He/she works with in office third-party contact center vendor leaders to ensure understanding of business goals. This position manages others within the department and should be willing to work during US hours of operations (India night shifts). This position reports to Operations Manager. Job Duties Analyzes Contact Center Data - Reviews operating plans to evaluate performance indicators (e.g., damages per hour, average handle time, average speed of answering, first contact resolution, etc.). - Assesses performance indicators to determine areas meeting and falling below busin .