Senior Manager-Customer Care Voice-Inbound

As an operational leader, your primary responsibility will be to oversee the day-to-day operations of voice and blended processes. You will be responsible for ensuring that SLAs, KPIs, and quality metrics are consistently met. Your role will also involve team management, where you will lead, mentor, and develop a team of managers, team leaders, and associates. Your aim will be to foster a high-performance culture within the team. Additionally, you will be expected to focus on process optimization. This will involve identifying and implementing process improvements to enhance efficiency, reduce costs, and ultimately improve customer satisfaction. - Oversee day-to-day operations of voice and blended processes - Ensure SLAs, KPIs, and quality metrics are consistently met - Lead, mentor, and develop a team of managers, team leaders, and associates - Foster a high-performance culture within the team - Identify and implement process improvements - Enhance efficiency, reduce costs, and improve customer satisfaction,