Group Manager

Roles and Responsibilities :

€¢Direct and constantly improve Operations to ensure customer satisfaction, and improved chat efficiency€¢ Meet, if not exceed all service levels through effective planning and forecasting€¢ Coach, mentor and motivate employees in general; train subordinates to be efficient and effective leaders by being accountable for their progress€¢ Synergize with other departments namely: Human Resources (HR), Training and Quality Assurance (TQA), Workforce (WFM), Finance and Administration, and Information Technology (IT) to ensure success€¢ Analyze operational practices and implement changes to enhance service operations and profitability for effectiveness and efficiency€¢ Conduct regular staff meetings to discuss the account€™s status and progress keeping the management team abreast with the latest developments€¢ Collaborate with Training and Quality department to establish excellence in product knowledge and maintain if not achieve exceptional customer service€¢ Work with the HR department to recruit quality agents, retain employee talent, and maintain smooth interpersonal relationships€¢ Create a culture of compliance, work ethics, and integrity within the program by being a role model to all employees€¢ Perform other duties and responsibilities that may be assigned from time to time€¢ Envision the program€™s future and implement plans, strategies and policies to guide and direct employees to achieve it€¢ Supervise and coordinate the program€™s operations and make sure employees have the resources needed to do their jobs€¢ Establishing organizational compliance and control standards to ensure company staff follow ethical business practices€¢ Building the program and company image through effective and progressive interaction with clients and other departments€¢ Establish and maintain operational performance metrics based on identified service level agreements€¢ Process improvement initiative for the account in line with company's goals and objectives€¢ Create an executable framework for people development at all levels to create a pool of resources ready to take on new roles, challenges and responsibilities€¢ Adherence to all company-related compliance details€¢ Proactive communication and early engagement with new hire employees, and ensure overall employee satisfaction for the span

Qualifications

Minimum requirement of at least 3 years with relevant experience as a Group Manager Minimum requirement of at least 2 years with relevant experience as a Sr. Group ManagerExperience managing large teams (250-300) in an operations or account manager role in a complex, high-stress, target driven process and client facing environment.