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Job Objectives:

• Inspires, leads, engages, coaches, develops, and motivates a team of team leaders in supporting the delivery of the best service to our client’s.
• Develop and implement operating plans in line with sales strategies, policies, and procedure.
•  Ensure compliance with service policies, procedures, and operating plans.
• Strong interpersonal skills with aptitude in building relationships with professionals of all organizational levels
• Excellent communication & organizational skills
• Ability to work under pressure and meet deadlines with good problem-solving skills.
• Experience in providing solutions based on customer needs.
• Set performance standards (Key Performance Areas, Key Performance Indicators)
• Ensure performance measurement is carried out correctly and regularly.
• Must be accountable with regards to targets and Quality Assurance
• Must have the ability to communicate with clients and provide detail for daily, weekly, and monthly reviews of performance and people management.

Education and Experience Requirements:

• Experience of working in an Outsourced/BPO contact centre operation.
• Must have International Call Centre and BPO experience, UK/USA experience in the environment is advantageous.
• Experienced in managing large multi-site /multi skilled, multi-campaign contact centre Must have at least 2year experience in an operations Manager role OR 2-3 years as a Team Leader.
• Customer service/Inbound- Outbound sales management experience
• Must have proven track record in the industry.
• Strong commercial understanding and previous accountability for sales targets

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