Senior Group Manager - Operations

Senior Group Manager - Operations

Responsibilities:

- Incumbent with a strong 12+ years of experience in operations or CX operations.

- Should be able to manage a large team and responsible to deliver client mandated KPI that include TAT and accuracy.

- People Management, Workforce planning, Shrinkage / Absenteeism management, Attrition management, People development.

- Compliance to internal and external Audit requirement. Ensure timely update of incentive and NSA.

- Exp. in (CX) across various channels such as Voice, Non-voice, and Chat.

- Should have strong exp. in operations and be good with data and numbers (Data Analysis, Client Management, Team Management and Stakeholders Management).

- Should have managed a span of 200 FTEs.

- Effective and Strong communication (Written and Verbal).