Role and Key Responsibilities :

• Analyse and maintain all Client Service Level Agreements; implement improvement plans as needed
• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
• Create and maximize relationships with client partners
• Provide leadership and guidance to direct reports  to ensure consistent administration of company policies and standards;  define and implement any corrective actions needed to meet operational performance targets
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
• Create a positive work environment  through employee engagement; resolve employee relation issues in a professional and timely manner
• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement
• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
• Attend business reviews with the client
• Handle a team of team leaders

Key Skills and knowledge :

• 8+ years’ experience in International Customer Service,
• Experience in managing international voice clients preferably in Banking/Insurance/Healthcare
• Experience in managing large teams with 125+ frontline staff
• Experience in managing Team Leaders/Supervisors
• Knowledge of Internet Services, MS Office and Basic Computer Troubleshooting
• Flexibility to work in any shift and, on weekends, and shift between WFO and WFH, as and when needed
• Establish a course of action for self and others to accomplish specific goals
• Demonstrate ability to coach and develop action plans, which maximize performance, and provide effective feedback
• Demonstrate ability to analyse and improve work processes; establish a course of action for self and others to accomplish a specific goal
• Work well under pressure and follow through on items to completion while maintaining professional demeanour
• Excellent oral and written communication skills. Ability to effectively present information to internal and external associates
• Demonstrate ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• Demonstrate ability to mentor, coach and provide direction to team members
• Willingness to work in a flexible schedule

Educational qualification: Graduation