Manager-Voice-Customer Service
- Philippines
- Permanent
- Full-time
- Capacity planning and staffing plans for the process based on medium term business forecast.
- Negotiating and finalizing SLA's with the Client.
- Contract Negotiation.
- Creating revenue and cost plans for the medium term
- Establishing a review/ reporting mechanism with the Client.
- Developing and approving incentive plans.
- Be a Champion for black belt improvement projects.
- Develop case studies, show case the business and participate in business acquisition.
- Review progress of attrition action plans and check effectiveness.
- Provide leadership to team of managers, team leaders and agents.
- Ensure compliance with internal policies and procedures, external regulations and information security standards.
- Outstanding Client facing skills.
- Capability to prepare and conduct business reviews.
- Outstanding leadership, people management and communication skills.
- Business perspective and a capability to drive improvement based on benchmarks.
- Capability to prepare budgets, review MIS.
- Good cross-functional appreciation and capability to team with relevant others to drive business objectives.
- Quality Orientation.
- People oriented.
- Graduation (in any stream) or diploma with a minimum of 15 years of education.
- Minimum 10 years of work experience in Business Process Off-shoring. Candidates should have at least six year of supervisory experience in international Voice business.