Manager/Senior Manager - Inbound Voice Process - Female Only

Position/Title: Manager/ Sr. Manager

Department: Service Delivery

Employment Type: Full time

Location: Bangalore (Work from office)

Shifts (if any): 6pm to 3am. Supporting US client hours.

Experience: 15 years +

About Aeries:

Aeries Technology is a Nasdaq listed global professional services and consulting partner, headquartered in Mumbai, India, with centers in the USA, Mexico, Singapore, and Dubai. We provide mid-size technology companies with the right mix of deep vertical specialty, functional expertise, and the right systems & solutions to scale, optimize and transform their business operations with unique customized engagement models. Aeries is Great Place to Work certified by GPTW India, reflecting our commitment to fostering a positive and inclusive workplace culture for our employees.

Read about us at https://aeriestechnology.com/careers/

Requirements

• From ITES industry / BPO with experience in handling team size of 50+ agents / consultants supporting customers/small business owners from US / UK.

• Experience in managing Inbound voice customer support/service, technical support, with a team of experts, focusing on timely resolution, within defined / agreed SLAs.

• Managing businesses related to digital marketing / e-commerce would be an added advantage.

• Ability to manage teams with strong emphasis on customer experience and satisfaction.
• Proven hands-on experience in people development, performance management, conflict resolution and ongoing process improvements.
• Strong Eye to Detail, data analytics and visualization experience.
• Excellent written and verbal communication.

Key Responsibilities:

• Own end to end operations management (IB Voice)
• People Alignment, Development, Performance and Operations management
• Gather clear data on all performance / business related metrics, analyze, identify areas of improvement, derive actions to improve, track status and report / show progress.
• Represent the team during weekly / monthly reviews or connects.
• Own employee engagement & enablement towards every individuals success with team leaders / managers/ support functions.
• Client Relations & Stake holder management

Qualification:

• Bachelors degree in computers / IT / Marketing related.