BPO Executive

Oversee and manage day-to-day BPO operations, including inbound and outbound customer interactions, order processing, complaint resolution, and query handling.

Monitor and ensure compliance with service level agreements (SLAs) and quality standards.

Identify areas for process improvement, streamline workflows, and implement efficiency-enhancing measures to drive productivity and cost savings.

Foster a customer-centric culture by ensuring high levels of customer satisfaction, handling escalations, and resolving customer issues promptly and effectively.

Develop and maintain strong client relationships, serving as the primary point of contact for client inquiries, feedback, and escalations.

Collaborate with cross-functional teams, including IT, HR, and Training, to implement new technologies, tools, and training programs that enhance operational performance.

Analyze data, generate reports, and provide insights on key performance metrics to drive informed decision-making.

Lead and motivate a team of customer service representatives, providing guidance, coaching, and performance feedback.

Stay updated with industry trends, best practices, and regulatory requirements to ensure compliance and continuous improvement.

Qualifications
• Proven experience as a BPO Executive or in a similar role, with a track record of successfully managing BPO operations and client Read more