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Job Description
Structured overview of role & requirementsAbout This Role
Own end-to-end team operations including compliance, controlling shrinkage and attrition, grooming, and revenue generation.
Manage day-to-day operational activities such as performance management, coaching, rewards, recognition, and people development.
Ensure adherence to audit requirements, SLA management, client coordination, process improvement, and vendor relationship management.
Minimum Requirements
Work Experience Required: Not explicitly mentioned in the JD.
Experience in managing team performance, compliance, and processes in a customer service environment.
Familiarity with operational metrics like Service Levels, NPS/CSAT, Quality Assurance, shrinkage, and attrition.
Experience handling third-party vendor relationships and SLAs.
Ideal Candidate Profile
Experienced in managing large customer service operations with focus on compliance and process improvement.
Skilled in performance evaluation, coaching, and driving metrics related to customer satisfaction and team productivity.
Capable of handling client interactions, vendor management, and leading initiatives for continuous improvements.