Critical to Client

• Setting and meeting performance targets for speed, efficiency and quality
• Ensure campaigns promotional and marketing materials activities are properly communicated and executed to CSEs timely through teams
• Managing the Contact Center Operations by keeping strong communication with Clients
• Ensure all agreed Operational SLAs
• To ensure services UP Time as per agreed SLAs with the help of Support departments

Critical to Operations

• Ensure effective communication with Internal and external customers
• Recognizes and reward the efficient performance of subordinates
• Keen monitoring of team members performance through Team Leaders / Supervisors
• Provision of technical, objective and goal oriented support to the Team Leaders / Supervisors
• To Manage the Control of Shift Leakages, Shrinkage & Discipline

People Management/Coaching

• Ensure a complete understanding towards team on client targeted areas
• Reviewing the performance of staff, identifying training needs and planning training sessions
• Actively participates and promotes incentive programs
• Coaching & Counseling of Team Leaders / Supervisors to build a strong team
• Arrange regular recreational and motivational activities for agents with the help of Team Leaders, Supervisors and other departments

Report Management

• Enhances campaign reputation by accepting ownership for accomplishing new and different requests of client or management
• Exploring opportunities to add value to job accomplishments through different reports
• Make  sure  that  all internal  and  external  reports  shared  by concern  team  timely  and accurately

 Compliance

• • Applying  an  understanding  of  key  legal  precedents,  policies  and  practices  to  protect  the interests of the organization and individual employees
  • Ensures consistent administration, compliance and application of policies and procedures

Customer Focus

• • Researching and understanding client business operations and agenda
  • Improves quality results by recommending process improvement plans for better customer experience
  • Understanding of client business operations and agenda
  • Identifying and articulating project drivers, strategic fit and commercial benefits with client
  • Responding to customer’s needs in a manner that provides added value and generates significant customer satisfaction
  • Building strong relationships with Client, focusing on impact and result for the customer and responding positively to feedback