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Job Description
Structured overview of role & requirementsAbout This Role
Analyze and maintain Client Service Level Agreements and implement improvement plans.
Manage revenue generation including forecasting, budgeting, and data collection for billable/non-billable hours to meet financial targets.
Lead and develop direct reports and their teams, oversee performance management, and maintain operational reporting such as attendance and client scorecards.
Minimum Requirements
Work Experience Required: More than 7 years overall with at least 2 years of progressive management experience.
Education: Graduate degree required; Associate's degree in related field preferred.
Prior experience in call center operations preferred.
Location Requirement: Based in Gurgaon, India at Bld 14 IT SEZ Unit 1, 5th, 6th and 17th Floor.
Ideal Candidate Profile
Experienced in managing teams including team leaders with a focus on performance coaching and development.
Skilled in analyzing and improving work processes to meet operational goals under pressure and tight deadlines.
Strong communicator capable of managing client relationships and participating in business reviews.