Posted:1 week ago|
Platform:
Work from Office
Full Time
Role and Key Responsibilities:
• Work on Customer experience, CVA, People Management, Attrition and Hygiene• Client engagement & Client Value add projects• Cost reduction through efficiency• Manage a delivery group of Team leaders & executives supporting a client / group ofclients in Voice/Non-Voice operations• Being the Compliance and Integrity role model for the team• Being a strong advocate and brand ambassador of CNX & its policies• Responsible for managing the operations seamlessly and timely SLA delivery along withmaintaining high levels of employee and customer satisfaction• Establish & Manage Relationships / Engagement with the Clients• Analyze and maintain all Client Service Level Agreements; implement improvementplans as needed• Maximize revenue generation to reach long and short-term financial goals• Selecting, training, developing, and managing performance of direct reports and theirassociates- including planning and assigning work for staff in accordance with theorganization's policies and applicable legal requirements• Manage and review operational reports (Attendance adherence, Client scorecard,Metrics management reports)• Provide leadership and guidance to direct reports to ensure consistent administration ofcompany policies and standards; define and implement any corrective actions needed tomeet operational performance standards• Conduct regular one-on-ones with direct reports to review individual performance, theperformance of their team and offer on-going developmental coaching• Create a positive work environment through employee engagement; resolve employeerelation issues in a professional and timely manner
Educational Qualification:
- Graduate
Airful Consulting
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