Senior Manager - Contact Center - BPO/ITeS

Job Responsibilities:

- Stakeholder Engagement- with client across US region

- Establish a high standard for productivity, quality, customer service (Voice, Email- Chats)

- Develop company systems for customer interaction and voice response and control the implementation process.

- SLA Management and adherence.

- Maintain consistent professional improvement through workshops, tracking call center trends and active participation in team projects.

- Conduct staff performance reviews assess needs, cost/benefit analysis and other operational strategy assessments.

Experience: 15years +

- Experience in Insurance background preferred.

- Should be willing to work in night shift.