Ensuring team's performance in terms of compliance with SLA's.
Responsible for managing day-to-day operations
Reporting to the manager on performance status and any escalations
Manages the workstream, SLA requirements and daily operational goals.
Participates and contributes to client/internal meetings, calls and deliverables.
Manages and solves operational issues and escalations and maintain client relationship.
Associates should be able to look up to him/her for help, advice and guidance when required.
Responsible for motivation level and retention of manpower.
Setting benchmarks for the team.
Managing assessment and development of team members.
Bachelor's Degree Holder of any degree
Minimum of 5 years managerial experience with a span of control of at least 100 FTE's.
Good domain knowledge; minimum of 2 years experience handling B2B campaigns.
Experience in pre/post sales & marketing processes .
Knowledge and understanding on Cloud CRM products/tools.
Flexible to work in night shift.
Service Excellence Oriented
Analytical and Problem Solving Capabilities
Attention to Detail
Decision Making Abilities
People Management Skills & Ability to Guide and Motivate team
Proactive Team Player
Good Verbal and Written Communication Skills.
Ability to Prioritize Work