Maintaining positive relationships with teams by establishing a good line of communication between the team Leads and the company
Leading the assigned BPOs in managing conflict, and ensuring the team's processes and tasks are carried out efficiently
Develops strategies to promote team member adherence to company regulations and performance goals
Assessing customer feedback and using your creativity to establish, improve, and refine the customer experience.
Take ownership for team result and provide leadership in continuously monitor the volumes & highlight discrepancies and take actions if needed to achieve the company' goals and service level
Understand development need of your team members and able to identify performance gaps, in order to provide coaching support
Be an effective change manager for business continuous improvement and supportive of improvement opportunities identified by others
Act as a role model to ensure the proper and effective implementation of new and existing company policy & procedure
Driving team engagement and create a safe and open environment where regular feedback is encouraged
Understand & analyze reports, proactively make suggestions for improvement
Assist with planning/organizing the proper coverage & align staffing
Supervise the quality assurance process and related training of staff members to ensure quality customer service
Participate in recruitment activities (screening, interviewing)
Act as a backup of Operations Manager if needed
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