Associate Manager - International Voice and Chat Process

Role Overview: You will be responsible for providing strategic and tactical direction for Customer Operations at Lumen Technologies in Bangalore. Your role will involve guiding employees and Supervisors, driving accountability for metrics, making operational and employee decisions, and ensuring customer service impacts are managed effectively. 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 Additional Details: You must be flexible to work various shifts, including weekends, evenings, and holidays as necessary to meet the work schedule requirements.,