Associate Manager - International Voice and Chat Process

Job Description

About Lumen Technologies Lumen Technologies is a global technology company that delivers innovative communication and network solutions. Our mission is to empower businesses and individuals to connect, grow, and thrive in the digital age. With a focus on customer experience and operational excellence, we strive to provide cutting-edge solutions that meet the evolving needs of our customers. Job Details Location: Bangalore Work Mode: Work from Office Experience Required: 8-12 years Key Responsibilities Provide strategic and tactical direction for Customer Operations, including hands-on guidance for day-to-day management of employees and Supervisors Drive accountability for assigned metrics attainment within your designated unit Make critical day-to-day operational decisions, strategic employee decisions, and manage customer service impacts while delivering defined outcomes Meet/exceed overall attainment goals including objectives in sales, service, and quality Directly oversee performance outcomes of Associates and Supervisors Prepare timely sales, headcount, and performance reporting Administer performance management processes to ensure team excellence Monitor, evaluate and review daily performance metrics, taking proactive action and developing effective intervention plans Handle issues affecting the overall performance of the Customer Service Centre Prepare and provide ad-hoc reporting as needed Assist in the selection and training of new employees Qualifications 8+ years of experience from Tier1 companies (preferably with international experience in UK/US/Australia markets) Minimum 3 years of documented experience in people management roles Strong knowledge and understanding of Contact Centre environments and telecom industry Experience with staffing models and performance evaluation systems Strong interpersonal skills for effective team communication and support Highly proficient with Windows-based computer skills, Microsoft Suite, Customer Contact Software Tools Work Schedule Must be flexible to work various shifts, including weekends, evenings, and holidays as necessary "We are an equal opportunity employer committed to fair and ethical hiring practices. We do not charge any fees or accept any form of payment from candidates at any stage of the recruitment process. If anyone claims to offer employment opportunities in our company in exchange for money or any other benefit, please treat it as fraudulent and report it immediately."