Delivery Lead Manager-Voice
Designation: Delivery Lead Manager
Qualifications:Any Graduation
Years of Experience:13 to 18 years
Language - Ability:English(International) - Expert
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What would you do? JOB DESCRIPTION: MANAGER • Proactive and inquisitive candidate required with clear and precise communication, written and oral skills • Market knowledge of US Wireless and Telecom domain would be preferred • Domain knowledge of International Chat/Voice Service with experience in upsell/cross sell campaigns • Analytical skills are also required with an eye for detail • Job requires the candidate to be assertive or influence people, probe for responses and empathize with customers • Team Building - Ability to coach, connect and motivate team members • AI Orientation along with functional knowledge of analytical tools would be preferred • Six Sigma and quality tools certification would be desired • Strategic planning to take the business to the next level
What are we looking for? SET YOURSELF APART: (Good to have skills): • US Telecom Exp. • Six Sigma & Business Excellence certification EXPERIENCE (Must have skills): • Relevant Contact Center Experience: 10 Years + • International Chat/Voice Experience • US Telecom Experience would be desirable
Roles and Responsibilities: ROLES AND RESPONSIBILITIES: • Manage project & client SLAs/KPIs • Manage people initiatives to ensure that the knowledge within the team is as per client expectations • Monthly review of performance trends for the span and initiate action plans • Mentor and groom direct/indirect reportees to take additional responsibilities • Be part of client strategic discussions to plan for way ahead for the business • Drive Value Add and cost initiatives
Mumbai
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