Location- Work from Office- Hyderabad
Role and Responsibilities:
- Management of daily activities of a team size of 300+ analysts
? Engages in Customer Escalations
? Ensures achievement of all system, team and individual Customer Service goals and standards
? Manages Key performance indicators
? Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities
? Responsible for administrative aspects including reporting
- Superior communication (oral, written), presentation, and interpersonal skills
? Demonstrated ability to develop and implement process enhancements including technology and performance
? Ability to plan, prioritize, organize and communicate/sell effectively
? Proficiency in Work-force management applications, Quality tools and technologies
? Experienced in goal setting (defining and prioritizing specific, driving objectives)
?Responsible for Process level compliance on various standards.