- Should be responsible for supporting, coaching, developing and supervising group of employees in an operations environment
- Provide Subject Matter Expertise to the team
- Ensure training needs of subordinates are met
- Modify operations as needed to meet service level agreements
- Resolve escalated customer issues
- Conduct regular meetings with the stakeholders to showcase team performance and address issues and concerns
- Hold team meetings on a regular basis
- Communicate all process related changes and updates to the team within specific timelines
- Ability to demonstrate innovation and good judgement / problem solving skills when making decisions
- Ability to establish a course of action for self and team members to accomplish a specific goal while using appropriate resources
- Ability to coach, develop action plan which enhances performance and provide effective feedback
- Proven ability to analyse and improve work processes and policies
- Excellent customer service / support skills and ability to work well under pressure
- Strong written and oral communication skills
- Ability to guide individuals towards goal achievement using team work, motivation and to act as a role model within the organization
- Monitoring and drawing borders on tight schedule adherence plan to avoid shrinkage
- Tracking attendance and plan outage to meet specified SLA
- Conduct effective 1*1's to gauge an employee’s performance
- Should have worked in an International BPO in a customer support role managing a team size of 10 – 15 members
- Should have relevant experience of at least 2 – 3 years
- Hands on experience in managing operations and service delivery
- Experience in stakeholder management and client engagement activities
- Extremely strong in team and performance management in the areas of chat support in customer service domain
- Excellent communication skills in English - Written & Verbal
- Strong knowledge and exposure to Quality and Process Improvement techniques
- Good analytical and listening skills
- Good leadership skills
All your information will be kept confidential according to EEO guidelines.
