Job Description
As the Director of Operations , you will be instrumental in leading and managing our call center operations within the Banking, Financial Services, and Insurance (BFSI) vertical. Your role will focus on driving operational excellence, optimizing performance, and ensuring exceptional customer service across our BFSI business lines.
Key Responsibilities:
- Oversee and direct the daily operations of the BFS call center, ensuring service level agreements and key performance indicators are consistently met.
- Develop and implement operational strategies to enhance productivity, efficiency, and quality across all BFSI teams.
- Analyze data and metrics to identify areas for improvement and implement corrective actions.
- Manage, coach, and mentor a team of call centre managers and supervisors, fostering a culture of continuous learning and development.
- Collaborate cross-functionally with other depa...