Location: Bengaluru, Karnataka, India
Category: Customer Service
Salary: 600,000 - 1,000,000 INR / yearly
Full-time
Lumen Technologies is seeking an Associate Manager for the International Voice and Chat Process in Bengaluru, Karnataka. The ideal candidate will have extensive experience in customer operations and be able to provide strategic direction for the team.
Provide strategic and tactical direction for Customer Operations, including hands-on guidance for day-to-day management of employees and Supervisors
Drive accountability for assigned metrics attainment within your designated unit
Make critical day-to-day operational decisions, strategic employee decisions, and manage customer service impacts while delivering defined outcomes
Meet/exceed overall attainment goals including objectives in sales, service, and quality
Directly oversee performance outcomes of Associates and Supervisors
Prepare timely sales, headcount, and performance reporting
Administer performance management processes to ensure team excellence
Monitor, evaluate and review daily performance metrics, taking proactive action and developing effective intervention plans
Handle issues affecting the overall performance of the Customer Service Centre
Prepare and provide ad-hoc reporting as needed
Assist in the selection and training of new employees
8+ years of experience from Tier1 companies (preferably with international experience in UK/US/Australia markets)
Minimum 3 years of documented experience in people management roles
Strong knowledge and understanding of Contact Centre environments and telecom industry
Experience with staffing models and performance evaluation systems
Strong interpersonal skills for effective team communication and support
Highly proficient with Windows-based computer skills, Microsoft Suite, Customer Contact Software Tools