Role and key responsibilities:

Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
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:

Must be a graduate
Experience of handling Managers, TLs & associates in International Voice process ( telecom sales experience essential)
Strong verbal and written communication skills
Experience of working with Voice 
Good Presentation skills
Thorough knowledge of MS office/ back office
Excellent facilitation  and people management skills.
Experience in direct Client interaction will be an additional advantage.
Should have handled bigger spans of agents ,TLs, AMs, Managers.
Education:-

Graduate in any discipline is essential