Sr Manager

Role: Manager– Call Center Skills required: Experience in managing call center Operations. Experience in Healthcare customer service preferred Experience of having managed team of agents with a span of 150+ FTE Ability to build & motivate teams Understanding of regulatory guidelines/ laws applicable in banking industry Ability to manage Client escalations and Client relationships General working knowledge of accounting, financial spreading and credit risk analysis Managing Healthcare domain Call Centers would be ideal 10+ years of experience especially in leading teams would be ideal Roles and Responsibilities: Handle 2nd level escalations Heading a team of agents and supervisors in customer driven environment Ensure adherence to KPI and SLAs in service delivery Ensure attritions targets are not breached Actively participate in governance calls with the clients for effective process management Manage operations through end to end planning, metrics review and root cause analysis Manage Client relationship as part of operations delivery; Drive change by successful implementation of process improvement recommendations Review overall staff performance and recommend training needs Liaise with HR, Facilities, Training, IT & Network teams to ensure seamless operations delivery , Behavioural - Decision making , Domain - BPO Solutioning background