Job Description
Responsibilities
- Manage teams with a headcount of 65 to 80, supporting up to 20 accounts/clients.
- Monitor KPIs and SLAs across all accounts and ensure service excellence.
- Lead and coach Group Leaders and Team Leaders, conduct performance reviews, and implement improvement plans.
- Work with Workforce Management for scheduling needs across accounts.
- Lead process documentation and quality improvement projects.
- Conduct training sessions and support leadership development of team members.
- Regularly report account performance and updates to senior management and clients.
- Manage client communication, handle escalations, and present account reviews.
- Support the VP for Service Delivery, Country Manager, and CEO with tasks and client management.
Qualifications
- 2-3 years of experience managing operations in customer service, e-commerce, and other business lines.
- Strong k...
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