Will be
responsible for ensuring service levels and standards for productivity and
quality are met by managing the team of Associates and Leads.
Key responsibilities include:
Set the
vision, direction, and culture of the team by managing individual and team
performance expectations and goals
Provide
individual coaching feedback sessions, and weekly one-on-ones that focus on
improving customer satisfaction
Serve as a
leader and point of contact for escalated contact resolution of a supervisory
nature or complex problems
Manage and
drive staffing plans, cost analysis, schedules, quality initiatives, process
change initiatives, projects and other Change/Kaizen initiatives as required
Raising the
bar in hiring process
People
management i.e. appraisal, training and mentoring talent to grow within
organization & control attrition
Monitoring
real time service levels and schedule adherence, and holding the team
accountable responsible for meeting and exceeding performance targets for the
team
Identify
the training needs and work with site trainer for people development
Carry out
supervisory responsibilities in accordance with Organization’s policies and
procedures
Manage
workflow, handle escalations, proactively engage resources to address issues
and effectively delegate workload across the leadership team
Solve
complex issues and proactively heading off negative service trends
Knowledge & Skills Required:
Demonstrated
ability to build, develop, direct, and manage team and achieve common goal
Ability to
support Business and provide solutions to client pain points
Ability to
handle complex and ambiguous scenarios
Ability to
organize, prioritize and schedule work assignments
Ability to
make administrative and procedural decisions
Proven
ability to manage reporting and analysis
Demonstrated
passion for delivering a positive Client experience, and maintain composure in
difficult situations
Ability to
effectively and efficiently complete difficult goals or assignments
Can adapt
well to changing circumstances, direction, and strategy
Strong
interpersonal and communication skills
Confident
in using Microsoft Package (especially Excel)
Experience
of working with in-house or 3rd party Knowledge Management or CRM System
Fluent
English skills are required for this role
Demonstrates
functional expertise , deep business understandingto identifyClient pain points and recommend solutions
Minimum
graduate college degree is required, technical degree (BCA, MCA, B.Tech is a
plus.) Post-Graduate college degree is a plus.
Position Qualifications
10 + years’
work experience with 2-4 years People Management experience required
Advanced
computer skills using a variety of programs highly desired
24/7/365
availability, including willingness to work on weekends, and outside of the
"standard" work day
Applicant
need to be in People Management role
Significant
email and online Seller/ customer service experience preferred
Note: Any Job Vacancies/Openings listed here in this website (Sreejobs.com) are verified and error free, before going to be published here. If any changes made by employers/interviewers after published here, Sreejobs.com is not responsible for such and any other consequences. We are not here to provide wrong information intentionally. Sreejobs.com will always try to provide good and genuine job vacancies information for job seeker.
