Manager
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Operations Manager with expertise in managing data-driven serviceoperations in the BPO and e-commerce sectors. Skilled in driving customersatisfaction (CSAT) through strategic oversight of KPIs and KRAs, includingMTD performance, ISAT, DSAT, and FCR. Experienced in improving agentproductivity, shift adherence, and compliance ratios while collaborating withWFM and RTM teams for optimal resource allocation.
Proven ability toenhance quality performance through monitoring, coaching, and trainingneeds identification, ensuring operational efficiency and SLA compliance.
Operations Manager with expertise in managing data-driven serviceoperations in the BPO and e-commerce sectors. Skilled in driving customersatisfaction (CSAT) through strategic oversight of KPIs and KRAs, includingMTD performance, ISAT, DSAT, and FCR. Experienced in improving agentproductivity, shift adherence, and compliance ratios while collaborating withWFM and RTM teams for optimal resource allocation.
Proven ability toenhance quality performance through monitoring, coaching, and trainingneeds identification, ensuring operational efficiency and SLA compliance.
