𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬:

Seamless operations management, ensuring timely SLA delivery and high employee/customer satisfaction

Establishing and nurturing stakeholder relationships

Oversight of team, goal setting, strategy implementation, and reporting

Adherence to governance model, escalation plan, and communication strategy

Training and development of staff on corporate policies

Building strong client partnerships through regular communication and updates

Conducting weekly/monthly client calls to align expectations and provide updates

Closing audit-related issues and driving continuous process improvements

Coaching and mentoring team leads for effective team management

Hiring, training, performance appraisals, and attrition management



𝐑𝐞𝐪𝐮𝐢𝐫𝐞𝐦𝐞𝐧𝐭𝐬:

Ability to work under pressure

Fluent in English (speaking, listening, writing, reading)

University/College degree

3+ years of team management experience (50+ HC)

Preferred experience in CS/BPO/Sales/Client relationship

Flexibility for 24/7 shifts based on client demand

5 days a week, 2 days off (based on Ops schedule)