TEAM MANAGER

Key Responsibilities:

•Support global operations for the client, directly managing Team Leads in Manila and other Geographical locations as needed

• Take complete ownership and accountability for delivery of operational metrics including CSAT, SLAs and Capacity utilization for your teams & devise daily, weekly, monthly, quarterly strategies to meet targets

• Ensure high quality of delivery and performance from the entire team including Team Lead, QA, Trainers, SMEs and Support Personnel

• Ensure the team is always up to date with product and process knowledge and are adhering to workflow and process guidelines

• Ensure deep subject matter expertise (product knowledge)

• Ensure bench strength and attrition are under control and do not impact operational excellence

• Work proactively with the Client Vendor Manager to deliver cohesive, coordinated and qualitative customer engagement experience

• Continuously look for opportunities to improve customer experience provided by the client and make recommendations to Client Management team.