• Total Experience - 8 to 15 Years
• Relevant Experience - 1 Year+ AM / OM on paper
• Shifts - US
• Job Location - Gurgaon, Sec.30
• Week Offs - Any 2 days (rotational)
• French Bilingual is mandatory - English + French
• French B2 Certification is mandatory
• BPO Voice experience
• Candidates need to relocate under transport boundary

Role & responsibilities:

Manages first-line supervisors that are responsible for managing the day-to-day operations of a team of representatives handling customer inquiries and issues. Ensures client and corporate service, quality and contribution goals are met. Ensures that financial, metric and associate satisfaction goals are met. Provides leadership and management to associates. Provides training and development opportunities for supervisory team. Coaches and mentors team supervisors. Regularly conducts supervisor team meetings. Supervises multiple teams for one or more clients.

• college degree in Business Management/Administration or equivalent combination of education and directly related experience
• 4 or more years of directly related experience, including 2 or more years of supervisory experience.
• Strong leadership skills with the ability to manage large groups of people. Strong verbal/written communication and facilitation skills. Strong interpersonal skills and experience demonstrating successful customer relationship management.
• International Voice Experience Is Mandate & inbound sales exp required
• Shall operate in US shift timings, and would be required to stretch as and when required
• manager level into BFSI Domain for International contact center, US
• Appropriate communication and escalation of client issues to multiple levels of site and Operations management
• Client strategies to meet client/corporate goals and objectives
• Hands on experience into managing AHT ,CSAT , SLA , Targets , Shrinkage , Attrition ,Team Management , Process Improvement ,Revenue Generations , Capacity Planning , Forecasting ,Escalation Target , Billing Gross Margin, Performance Management ,People Management ,Reduction , Coaching ,Feedback & Upskilling ,Client Deliverable ,CSAT ,AHT, Billable Hours ,Revenue Cycle ,Forecasting ,Client Escalation

Preferred candidate profile:

• Establishes, monitors and manages priorities within the contact center to meet client and corporate goals
• Appropriate communication and escalation of client issues to multiple levels of site and Operations management
• Labor relations and personnel management
• Financial and client goals and expectations
• Associate satisfaction plans Associate career planning and development plans
• Client strategies to meet client/corporate goals and objectives
• Escalations Operational recommendations to improve service or efficiency

Education:

• Any Graduate