Manager - Voice
Mumbai, Customer Operations
JOB DESCRIPTION
- Ensure Critical Performance Metrics are met consistently
- Prepare and circulate Client / Vendor Decks
- Lead Client / Vendor reviews / calibrations
- Revert to client/vendor queries on routine issues
- Provide innovative ideas to optimize internal metrics & ensure critical matrices are met timely
- Manage multiple teams
- Perform audits and quality checks on the Team Leads & Floor Supports
- Provide feedback to the Team Leads & Floor Supports periodically on their performance
- Ensure cross skilling and periodic process re-verification to ensure resource pool
- Perform Training Need Identification for teams
- Perform Bottom Quartile Management
- Ensure directives from Senior Leadership are percolated and acted upon
- Hold periodic meetings, discuss task delegation and review issues
- Conduct team huddles and meetings to discuss Operational updates
- Build team spirit through group sessions, activities, projects
- Focus on Retention of staff through Career mapping & guiding the team members
- Advocate and follow the organizational policies and procedures
- Candidate shall adhere to the information security requirements.
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