Job Detail – EmployeeDuniya

Job Information

Job Type:Full Time
Location:Ranchi, Jharkhand
Offered Salary:₹Rs. 1000000 - Rs. 1900000 per annum(Per annum)
Posted:3 months ago
Experience:6-10 years
Industry:IT Enabled Services (BPO / KPO / Call Center)
Qualification:Graduate
Openings:3
Degree:BBA / MBA (Operations)
Company Name:EduSpark Learning

Senior Contact Center Manager - Operations

3 months ago

Full Time

Ranchi, Jharkhand IT Enabled Services (BPO / KPO / Call Center)

Job Description:

Lead contact center operations to deliver excellent customer service.
• Manage team of 50+ agents across inbound and outbound processes
• Monitor KPIs: AHT, CSAT, FCR, and shrinkage
• Develop training and quality monitoring frameworks
• Implement workforce management strategies
• Drive process improvements and automation initiatives

Skills Required:

Call Center Operations
WFM
AHT
FCR
CSAT
CRM
Team Management
Quality Monitoring

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