Vacancy Description
KEY RESPONSIBILITIES
+ Manage the day-to-day operations of two (2) client logos, ensuring service delivery and operational excellence.
+ Lead and oversee omnichannel operations, including voice, non-voice, and back-office support functions.
+ Build and maintain strong client relationships through regular business reviews, performance updates, and issue resolution.
+ Drive key operational metrics, including SLA, KPI, quality, productivity, CSAT, and employee engagement.
+ Lead workforce planning and collaborate with support groups to ensure business requirements are met.
+ Manage, coach, and develop Team Leaders and Operations staff to achieve individual and team performance goals.
+ Identify process improvement opportunities and implement initiatives to improve operational efficiency.
+ Support the successful launch and transition of new client programs or start-up operations.
+ Ensure compliance with comp...
+ Manage the day-to-day operations of two (2) client logos, ensuring service delivery and operational excellence.
+ Lead and oversee omnichannel operations, including voice, non-voice, and back-office support functions.
+ Build and maintain strong client relationships through regular business reviews, performance updates, and issue resolution.
+ Drive key operational metrics, including SLA, KPI, quality, productivity, CSAT, and employee engagement.
+ Lead workforce planning and collaborate with support groups to ensure business requirements are met.
+ Manage, coach, and develop Team Leaders and Operations staff to achieve individual and team performance goals.
+ Identify process improvement opportunities and implement initiatives to improve operational efficiency.
+ Support the successful launch and transition of new client programs or start-up operations.
+ Ensure compliance with comp...
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