Associate Manager - Team Manager
Core
Manage BPO team performance on Customer Experience metrics (Resolution and CSAT) through call listening, behavioral coaching, and action planning.
Role type
Team Manager (BPO)
Builds
Customer service operations for enterprise clients
Domain
Business Process Outsourcing (BPO)
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
behavioral coaching, data interpretation, trend identification, MS Office proficiency, verbal communication, written communication
Preferred skills
proactive relationship building, analytical thinking, employee engagement planning
Responsibilities
Improve team performance on Customer Experience metrics, conduct weekly audits and call scrubbings, address attendance infractions, present team performance to clients, manage employee retention and morale, partner with Operations Manager on stay interviews
Seniority
Junior to Mid-level, hands-on IC