Associate / Lead - Contact Center Operations
Location: Chennai, Coimbatore
• Experience: Senior Level
• Openings: 10
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.