Job responsibility • Responsible for handling teams in an operations of an integrated (calls/emails/complaints) contact center for Voice & Data products (including all KRAs and KPIs defined for this process) for Priority customers • Handling of escalations on Voice & Data products • Handling team KPIs/KRAs • Keeping the team continually motivated in achieving the team goals • Developing a strong bonding between the members in the team so that they can share the same collective goal • Creating an environment of collecting, sharing and implementing of customer feedback • Responsible for planning and execution of the day to day operational parameters of the team • Ensure statutory compliance and compliance to all internal & external audits • Develop high level of customer focus within the team • Having a strong hold on absenteeism, attrition, shrinkage and floor monitoring • Provide effective leadership and development amongst the agents of the contact center, including ER & floor activities • Responsible to Cultivate a strong, informed, multi skilled and well-trained team • Implement performance management and performance review processes Span of control: Geographic – Pan India No. of reports (direct & indirect)- if any Key Customer End customer, authorized signatories, clients Internal teams Necessary Preferred Skills • Strong operations skills for handling absenteeism, attrition, shrinkage and floor monitoring • Customer centric and high focus on customer facing processes • Excellent grip on high end data and voice products • Excellent hands on experience in handling call center & complaint management operations for high end customers • Team management skills • Experience in handling a high potential dynamic teams · . Qualification Graduate (Science/Business) · . . Overall Work Experience · • Minimum 3-4 years of experience in the BPO segment with 2 years in a Team Leader position. Handling high end customer service call center and complaint management teams • Hands on experience in work force management, process reengineering, people handling and customer interaction . Behavioural Attributes • Excellent people manager • Strong customer focus • Good analytical skills • Strong communication and interpersonal skills • Inclination towards innovation · . .