Senior Manager

Responsibilities:

• Oversees real-time management, staffing level requirement and workplace scheduling.
  
• Productivity SLA management for the queue/ Quality management: Ensuring process compliance, Preventive Action Planning, audits.
  
• Responsible for career development/planning, Performance appraisal and pay discussions of team members.
  
• Provide hands-on assistance to team in case of problems, both, through direct intervention and mentoring.
  
• Be a single point of contact with the team and the senior management through effective communication on key deliverable and soft issues.
  

  
  

  
  
  Requirements

  Requirements:
  

  
  

  • 10 - 15 years of experience with strong Operational and People Management skillspreferably in a dialer environment.
    
    • Can demonstrate strong working ability with Cross-Functional - preferably in a Product Setup.
      
      • Should have working experience in handling Inbound/Outbound Customer Service preferably from Banking/Financial Services Business Environment (BFSI Domain).
        
        • Has strong Dialer/IVR/CRM Knowledge & possesses ability to propose and facilitate solutions regarding effective usage.
          
          • Understands Staffing Level Requirements and can work on Capacity Modelling & Scheduling in accordance to the same.
            
            • Has proven track record of growing teams by creating engaging relationships with clients.
              
            • Excellent interpersonal skills and the ability to effectively collaborate with others in a cross-functional team.
              
            • Displays strong Executive Presence to be able to conduct purposeful communication forums with Stakeholder Group.
              
            • Ability to analyze and use data to make thoughtful prioritization decisions.
              
            • Ability to learn quickly and communicate proactively and effectively in writing, and verbally
              
            • Good Communication Skills (English USA)
              
            • Sensitization in American Culture
              
            • Open to work in Night Shift
              
            • Accountability is required from each individual
              
              
              
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