Role and Key Responsibilities :
- Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements
- Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
- Create and maximize relationships with client partners
- Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance targets
- Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
- Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
- Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA. and partner to define action plans that resolve issues and drive continuous improvement
- Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
- Attend business reviews with the client
- Handle a team of team leaders
Key Skills and knowledge :
- Experience in managing international voice clients preferably in Banking/Insurance/Healthcare
- Experience in managing large teams with 125+ frontline staff
- Experience in managing Team Leaders/Supervisors
- Knowledge of Internet Services, MS Office and Basic Computer Troubleshooting
- Flexibility to work in any shift and, on weekends, and shift between WFO and WFH, as and when needed
- Establish a course of action for self and others to accomplish specific goals
- Demonstrate ability to coach and develop action plans, which maximize performance, and provide effective feedback
- Demonstrate ability to analyse and improve work processes; establish a course of action for self and others to accomplish a specific goal
- Work well under pressure and follow through on items to completion while maintaining professional demeanour
- Excellent oral and written communication skills. Ability to effectively present information to internal
and external associates
- Demonstrate ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
- Demonstrate ability to mentor, coach and provide direction to team members
- Willingness to work in a flexible schedule
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