Associate Manager - International Voice and Chat Process

As a Customer Operations Manager at Lumen Technologies in Bangalore, your role is crucial in providing strategic and tactical direction for Customer Operations. You will be responsible for guiding employees and Supervisors, ensuring accountability for assigned metrics, and making critical operational and employee decisions to manage customer service impacts effectively. Your focus will be on meeting/exceeding overall attainment goals, overseeing performance outcomes, and preparing timely sales, headcount, and performance reports. Key Responsibilities: - Provide strategic and tactical direction for Customer Operations - Drive accountability for assigned metrics - Make critical operational and employee decisions - Meet/exceed overall attainment goals in sales, service, and quality - Directly oversee performance outcomes of Associates and Supervisors - Prepare timely sales, headcount, and performance reports - Administer performance management processes - Monitor, evaluate and review daily performance metrics - Handle issues affecting the overall performance of the Customer Service Centre - Prepare and provide ad-hoc reporting - Assist in the selection and training of new employees Qualifications: - 8+ years of experience from Tier1 companies with international experience in UK/US/Australia markets - Minimum 3 years of documented experience in people management roles - Strong knowledge 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,