Responsibilities:

• Managing the operations seamlessly, ensuring timely SLA delivery along with maintaining high level of employee and customer satisfaction


• Establishing and managing relationship with stakeholders


• Oversight of team – organizes resources, sets goals, carries out strategy from Executives

and client on a day to day basis; reporting responsibilities

• Responsible for following agreed governance model, escalation & communication plan


• To ensure team members achieve agreed standards in relation to their job assignments.


• To ensure training of new staff on the corporate policy rules to be adhered to


• To ensure that the buddy system is put in place to maintain the operation with minimal disruption in times of annual leave/sick leave/study leave and daily working hour schedules


• To monitor and document work schedule of staff and absences.


• Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth


• Taking weekly and monthly calls with clients to understand the expectations from the teams and provided updates


• Ensure that all audit related issues are brought to a close


• Identify and drive continuous improvements and initiatives in process


• Coach & mentor Team lead so that they are able to manage their teams better


• Hiring of leads and managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition management


• Performance management through top Quartile, Middle and Bottom Quartile segregation and identifying training and coaching needs.


• To ensure that all internal customer queries are followed up on a timely basis


• Collaborate with internal teams.


• To be the Key contact for all problems and queries with specific business assigned.

Requirement:

• Working under the pressure


• Fluency in English (Speaking, listening, writing and reading). working 100% English.


• University/Colleges required.


• English has to be advance


• Experience in managing team (up 50HC) more than 3 years


• Good to have experience in CS/BPO/Sales/Client relationship. Otherwise, candidate has to be confidence in communication


• Able to 24/7, shift time will follow client demand (No fixed shift)