Are you an experienced contact center leader with a passion for team management, service excellence, international voice processes and SLA optimization? Here's an opportunity to lead a high-performing customer service team in a dynamic, fast-paced environment.
Location: Pune
Your Future Employer: You will be joining a global leader in business process management and inclusive organization that values diversity and is committed to creating an empowering work environment with a strong focus on digital transformation. The company believes in fostering a culture of collaboration, innovation, and professional growth.
Responsibilities:
Managing team performance to consistently meet SLAs and quality benchmarks.
Monitoring resource planning and capacity management for smooth operations.
Ensuring seamless project delivery while maintaining high-quality standards.
Overseeing team engagement and development to enhance productivity.
Controlling attrition and absenteeism while ensuring compliance with business policies.
Coaching and mentoring direct reportees to drive performance improvements.
Requirements:
Graduate with a strong background in customer service operations.
3+ years of experience in a contact center, handling SLA, shrinkage, attrition, and productivity metrics.
2+ years of experience in a team management role, leading 20-25 members.
Experience in international voice process is mandatory.
Currently working as an AM/TL on paper, with a notice period of 30 days or less.
What's in it for You?
Leadership opportunity in a fast-growing, global organization.
Career growth & skill enhancement in customer service operations.
Competitive compensation & benefits in a dynamic work environment.
Reach Us:
If you think this role aligns with your career, kindly send your updated CV to laaksha.sharma@crescendogroup.in for a confidential discussion.
Disclaimer: Crescendo Global specializes in Senior to C-level niche recruitment. We are passionate about empowering job seekers and employers with an engaging memorable job search and leadership hiring experience. Crescendo Global does not discriminate on the basis of race, religion, color, origin, gender, sexual orientation, age, marital status, veteran status or disability status.
Note: We receive a lot of applications on a daily basis so it becomes a bit difficult for us to get back to each candidate. Please assume that your profile has not been shortlisted in case you don't hear back from us in 1 week. Your patience is highly appreciated.
Keywords :SLA Management, Call Center Operations, Team Management, International Voice Process, Attrition Control, Operations Management, Crescendo Global