Manage & deliver teams performance as per SLA. To monitor Process compliance & implementations. Drive C-Sat, review team performance on a regular basis & Performance management. Should be okay with 24X7 shifts - rotational off & weekly offs.
Attend process queries, take escalations calls & manage the floor. Manage & control shrinkage. Prior exp with an Intl. BPO in a Voice Process, for a Technical Troubleshooting & Customer Service domain will be preferable. Flexible to 24/7 shift timing