Manager - Voice Process - Operations

Manager - Voice Process - Operations

Job Description :

- Should have worked in a voice process.

- Should have handled a minimum team size of 50+ FTE's.

- Excellent written and verbal communication skills

- Client Engagement and negotiation skills

- Stakeholder Management

- Effectively Utilize The Resources To Meet Customer Expectations.

- Develop and implement multi-functional capability plans

- Team Meetings, Team Performance and development, Communicating updates to the team members

- Reviews, announcing targets, discussing Quality issues based on input from QM/ AQM, Addressing people issues.

- Develop and cascade KPI's to deliver SLA's. Review performance measures daily. Plan employees according to work inflow by proper rostering

- Managing SLA along with the Team Managers and driving the team to achieve / exceed SLA Targets

- Day to day facilities, finance and IT issues Daily, Weekly, Monthly Reports and implement changes to improve on processes

- Attrition Management. Motivate the team to ensure team retention.

- Driving process improvements within team

Should be flexible to work in shifts.

Alekhya
Tel : 09032285788