Dr.Agarwal's Eye Hospital - Manager - Contact Center Operations

Role & responsibilities

• Manage end-to-end call center and backend banking operations
• Lead and manage large teams, ensuring productivity and SLA adherence
• Drive performance improvement and operational efficiency
• Monitor KPIs, MIS reports, and dashboards for performance tracking
• Handle escalations and ensure timely resolution
• Coach and mentor team members to improve quality and efficiency
• Continuously improve processes to reduce TAT and enhance service delivery

Preferred candidate profile

• 8+ years of experience in Call Center / BPO / Banking Operations
• Proven track record of managing large teams and handling complex operational challenges with a solution-oriented approach.
• Strong analytical and problem-solving skills
• Ability to thrive in a fast-paced, dynamic environment with a proactive and innovative mindset
• Hands-on experience in MIS reporting, data analysis, and performance tracking