Sr. Manager

Responsibilities

As a Manager/Senior Manager, you will:

1. Strategic Leadership:
• Develop and implement strategies to enhance the overall performance of the Customer Interaction Centre.
• Align the teams objectives with organizational goals, ensuring efficient service delivery and customer satisfaction.
• Identify and capitalize on opportunities to improve processes and drive innovation.
2. Operational Oversight:
• Oversee the end-to-end operations of the Customer Interaction Centre, ensuring adherence to SLAs and KPIs.
• Monitor and manage team performance, ensuring consistent delivery of high-quality service across all customer touchpoints.
• Resolve complex escalations and drive cross-functional collaboration for seamless service delivery.
3. Team Development and Engagement:
• Lead, mentor, and inspire a team of Senior Analysts and Team Leaders, fostering a culture of accountability and excellence.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Drive engagement initiatives to build a motivated and high-performing team.
4. Stakeholder Management:
• Act as the primary point of contact for internal and external stakeholders, building strong relationships to support business objectives.
• Partner with leadership teams to share insights, trends, and recommendations for continuous improvement.
• Represent the Customer Interaction Centre in client meetings and strategic discussions.
5. Analytics and Reporting:
• Analyze operational data to identify trends, address gaps, and develop actionable insights.
• Provide comprehensive reports on performance metrics, customer feedback, and improvement initiatives.
• Leverage analytics to drive strategic decision-making and resource optimization.
6. Process Excellence and Compliance:
• Champion process improvement initiatives to enhance efficiency, reduce costs, and deliver a superior customer experience.
• Ensure compliance with organizational policies, industry regulations, and data privacy standards.
• Implement and monitor quality assurance frameworks to uphold service excellence.

Qualifications

Minimum Requirements:

• Bachelors degree or equivalent education.
• Relevant years of experience in customer service, contact center operations, or shared services, with relevant years in a leadership role.
• Proficiency in case management tools (e.g., ServiceNow) and CRM platforms.
• Strong track record of managing large teams and delivering results in a dynamic environment.

Preferred Qualifications:

• MBA or advanced certifications in leadership or operational management.
• Demonstrated expertise in stakeholder management and strategic planning.
• Experience in implementing digital tools and driving automation initiatives.
• Proven ability to manage multiple priorities and deliver under tight deadlines.

Key Skills and Attributes:

• Strategic thinking and problem-solving abilities.
• Exceptional leadership and team management skills.
• Excellent communication and interpersonal skills.
• Strong analytical mindset with a focus on data-driven decision-making.
• Flexibility to work across time zones and manage global operations.