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.