Technical Operations Manager

You will be responsible for effectively managing teams, including tasks such as resource planning, career planning, performance management, and attrition management. Your role will involve coaching and helping develop team members to bridge knowledge gaps and address skill and will issues. Handling user/customer escalations and formulating actions to resolve any concerns will be a key aspect of your responsibilities. You will also take ownership of escalations until resolution is achieved. Regularly formulating and executing internal and external governance strategies will be part of your duties. Additionally, you will effectively handle client escalations and develop actions to address concerns. Training and coaching team members, conducting quality assessments of agents" performance, and identifying trends to improve team performance will be crucial tasks. Ensuring that team members have the necessary knowledge and training to meet their targets will be essential. You will be expected to familiarize the team with the latest process updates and changes in team and individual targets. Identifying process improvement opportunities and mentoring team members on implementing improvement ideas, including Six Sigma and lean projects, will also be required. Preferred Skills: - Customer Service experience, particularly in CS-Service Desk/Voice, will be advantageous for this role.,