KEY RESPONSIBILITIES:

• Lead and deliver complex client engagements that help identify, design and implement creative business solutions for the company.
• Provide excellent customer service and determine the needs of the client.
• Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance.
• Participate in the development and presentation of proposals for business development.
• Balance the needs of key stakeholders and ensure the teams they are involved with are aware of the combined end goals.
• Profit and Loss
• Establish operations objectives and work plans, delegate assignments to subordinate Team Leads when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction.
• Manage and drive performance from the Team Leads and Associates in meeting SLAs and KPIs
• Manage program attrition
• People development
• Analyze performance trends and provide process improvements and resolution
• Collaborate with the Support groups in identifying gaps in the process and providing action plans and resolution

REQUIRED:

• Candidate must possess at least a Bachelor's/College Degree, any field.
• At least 3 year(s) of working experience in the related field is required for this position.
• Preferably Senior Team Lead / Assistant Manager specializing in Customer Service or equivalent.