Key Responsibilities:

• Manage ongoing transitions, SLAs, processes, and people.

• Handle the transition and setup of the Contact Centre.

• Create Standard Operating Procedures (SOPs) and track go-live progress.

• Get trained and certified to assist Customer Service Representatives (CSRs) with live work.

• Complete assigned tasks within the agreed Turnaround Time (TAT) with 100% accuracy

• Lead a team to ensure client delivery.

• Strive for zero escalations and errors (E&O).

• Facilitate career pathing and development of employees for advancement

• Manage SLAs, including queue monitoring, work allocation, and driving problem analysis and resolution.

• Communicate effectively with clients, conduct reviews, and provide timely responses.

• Generate effective and accurate reports of key metrics

• Conduct employee engagement activities as directed by the business.

• Provide timely updates to internal stakeholders and onshore counterparts.

• Drive process improvements and efficiencies.

Must-Have Requirements:

• 3-7+ years of relevant and overall work experience.

• Proven experience (2 years) in customer service management, with a focus on ISP as an Operations Manager.

• Excellent communication and analytical skills.

• Proficiency in MS Office applications (MS-Excel, MS-Word) and SQL.

• Ability to handle difficult client situations and develop strategic solutions.

• Ability to multitask and demonstrate self-starter qualities.

• Basic knowledge of Quality tools such as Six Sigma, Kaizen, and LEAN is preferred.

• Strong analytical, planning, and organizational skills.

• This is a Work From Office (WFO) role supporting clients for 15x5 hours.

Perks and Benefits

• Medicare Facility(free online consultation with Doc)

• Free pick up and drop facility will be provided within 35 Kms range

• Medical Insurance

• Life Insurance