Job Description

ROLE Manage Customer Operations by providing both strategic and tactical direction, involve hands on guiding the day-to-day management of employees and Supervisors. Accountable for assigned metrics attainment for their designated unit. Accountable for day-to-day operational decisions, strategic employee decisions, and managing customer service impacts while delivering on outcomes defined. Responsible for meeting/exceeding overall attainment goals in addition to objectives in sales, service, and quality. Directly responsible for outcomes of Associates and Supervisors. Timely preparation of sales, headcount, and performance reporting. Administration of performance management process to ensure team meets/exceeds overall metrics. Exemplary oral and written communications skills in English (Strong comprehension skills and ability to convey complex concepts both written and Spoken-English) Strong interpersonal skills are required to help with communication, team support, and team effectiveness. Exhibit Teamwork, Trust, Transparency Must possess strong knowledge and understanding of the Contact Center Environment and preferably telecom industry. Handles issues to resolution that can affect the overall performance of the Customer Service Center Experience in staffing models, Responsible for conducting formal reviews with associates, supervisors, managing employees as required in the Companys policy on performance evaluation Monitors, evaluates and reviews daily performance and takes proactive action directly, develop effective intervention plans for outcomes defined. Prepare/Provide ad-hoc reporting. Ability to solve complex problems where analysis of situations or data requires a review and assessment of several factors. Decision making ability that promotes excellent judgement while adhering to company policies Ability to effectively manage diverse tasks, adapt to change, and prioritize critical action items. This is an Owned and operated site, and the incumbent would be accountable for overall outcomes and results including Performance, Behaviours, Compliance management. Assists in the selection and training of new employees within the Customer Service Centre. Highly proficient with PC Windows-based computer skills, Microsoft Suite of products, Customer Contact Software Tools, Models and Plans. Will be Working from Office and must be flexible to work various shifts, including weekends, evenings, and holidays as necessary Minimum 8 years’ experience from Tier1 companies preferably. Only international experience (UK/US/Australia) Chat experience considered. Please Note- Any domestic experience will be non-relevant, not considered. Minimum 3 years’ experience in a people management role on paper.