Assistant Manager - CX OSP Mgnt
Flipkart · flipkart.com
ChennaiLead / Manager
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The job in short
Oversee contact center voice operations and vendor SLAs.
BPO
Details
- Found
- 10 d ago · posted 2026-10-27
- Location
- Chennai, Tamil Nadu
Full description
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Operational SLA Management: Oversee daily voice operations (inbound/outbound call workflows) across vendor centers to strictly maintain key contact center Service Level Agreements (SLAs), including Average Handling Time (AHT), First Contact Resolution (FCR), and Shrinkage.
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Partner & 3PL Vendor Governance: Lead daily operational governance with third-party BPO partner sites, monitoring vendor KPIs, managing par
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