Manager - Voice

Mumbai, Customer Operations
  • 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.