Manager | BPO Operations | Call center

Roles and Responsibilities :- Prepares call center performance reports by collecting and analyzing call agents' data.- Evaluates individual performance reviews and overall team effectiveness with upper management.- Helps call agents with challenging customer service issues.- Monitors team performance and provide tools if necessary.- Determines call center operational strategies by evaluating team results and objectives.- Maintains and improves call center operations by monitoring system performance and identifying and resolving problems.- Meets financial targets by estimating performance requirements and preparing annual budgets.- Presents monthly and annual call center action plans and objectives.- Collect and analyze statistics (sales, costs, customer service metrics, etc.)- Evaluate performance with key metrics (client-defined SLAs.)- Develop objectives for the process day-to-day activities- Excellent communication skills in Kannada and English.. (ref:iimjobs.com