Manager-Back-End/Voice/ Customer Service-Outbound Customer Service

The ideal candidate will play a crucial role in optimizing data management and information flow within the organization, ensuring client satisfaction, revenue costs as per targets fixed, improvement in quality and productivity, employee satisfaction, attrition within norms.

• Capacity planning and staffing plans for the process based on medium term business forecast.
• Negotiating and finalizing SLA’s with the Client.
• Establishing a review/ reporting mechanism with the Client.
• Developing and approving incentive plans.
• Be a Champion for process & performance improvement projects.
• Develop case studies, show case the business and participate in business acquisition.
• Review progress of attrition action plans and check effectiveness.
• Provide leadership to team of lead assistant managers, team leaders and agents
• Setting goals that align with organizational objectives. Develop and implement actionable strategies to help team meet targets and client expectations
• Ensure compliance with internal policies and procedures, external regulations and information security standards.