• Responsible for the day-to-day supervision of a group of messaging associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
• Regularly impart effective coaching to team members ensuring consistent high-performance delivery
• Identify performance related issues, develop an action plan for improvement and implement corrective action plans.
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations.
• Communicate expectations to employees and provide timely updates.
• Provide subject matter expertise in handling escalated customer calls as needed.
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
• Stay current on internal work processes, policies, and procedures. Attend required manager development training.

Key skills and knowledge:

• Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
• *Must have experience in an International Voice process.
• *Domain – both Sales and Technical.
• Work well under pressure and follow through on items to completion.
• Strong communication skills, both written and verbal
• Ability to lead team members, multi-tasking, prioritization and meeting timelines of deliverables.
• Ability to mentor, coach and provide direction to team members.
• Willingness to work in a flexible schedule.

Qualification : Graduate