Job Description / Requirements
Responsibilities
• Incumbent leads a team of Team Leaders.
• Is responsible for developing the team leaders and their teams on process skills and other competencies.
• Is responsible for Production, Crisis, and Time Management for the teams, analyzes volume trends, gathers, tracks and reports productivity metrics
• Uses various forms of communication, conducts audits and check performance levels to achieve expectations on SLA parameters/production
• Direct Communication with the Client
• Identifies training gaps, gives feedback, provides coaching, and motivates members for high levels of performance and conducting performance reviews
• Will need to get required results from other support functions like HR, BI, quality etc,
• Need to work on reports and work towards strict targets.
• Participates in Operations/Relationship calls to understand and align with customer’s requirements and expectations
• Proficiency in client communication and escalation management
• Proficiency to supervise, lead and manage effectively staff members
• Excellent verbal and written communication skills to technical and non-technical audiences of various s levels in the organization (e.g. executive, management, individual contributors); Presentation Skills
• Excellent problem solving, team and time management skills managing multiple deadlines for self and others

Qualifications
• Candidate must possess at least a Bachelor’s/College Degree , Post Graduate Diploma / Master’s Degree, any field.
• Minimum 2 years of experience in an OM role
• Experience in inbound voice LOB and NPS is a must

How to Apply
Kindly send your updated CV to kat.parra@gcgmanagementconsulting.com