Experience in BPO space, particularly in online space.
Build and manage strong client relationships at director and stakeholder level.
Experience managing teams across multiple geos/regions/languages.
Be point of contact for any client or internal escalations both internal and with client.
Focus, motivate and inspire team leads to drive performance in order to deliver against agreed KPIs and targets.
Provide leadership, coaching, 1-2-1s, and mentoring for team leaders to build on their strengths, drive the right behaviors, and develop them.
Managing Quality Control team ensuring optimal performance.
Daily/Weekly/Monthly/ Quarterly reporting & trending
Trend analysis & process improvements
Lead weekly client review meetings
Liaise with SDM regularly & attend client meetings
Manage conflicting priorities within team/client
Stays up-to-date with product knowledge to make effective recommendations for improved performance.
We are interested in speaking to candidates fit into the below profile:
Experienced in leading teams will be an advantage is essential
Technology savvy and happy to learn new technology products
Reporting skills preferred
Highly communicative, flexible, open-minded and with a consultative approach
Problem solver in nature, able to do so in ambiguity.
Happy to go the extra mile to find a solution to the clients' needs
Strong business acumen, ideally with global experience.