Senior Manager - Retail (Blend Voice and Back Office)
Roles & Responsibilities:
- Drive Performance and deliver/review agreed service levels
- Meet monthly billing targets
- Implement the capacity plan & manage resourcing accordingly
- Identify process gaps & drive quality projects to improve the process
- Review & feedback on client escalations
- Identify opportunities to maximize efficiency through cross skilling & effective resource utilization
- Communicate with on-shore/clients regarding new projects/IT issues
- Develop direct reports through coaching & feedback
- Oversee action plans/PIP in place for bottom performers
- Engage Team Members through regular 1-0-1s and team meetings
- Liaise with on-shore counterpart to discuss performance
- Managing absenteeism, sickness and holidays for self and others
- Managing attrition through regular review of warning signs
- Conducting interviews to select the best candidates for the utmost fitment in the role profile
- Generate and publish Weekly/Monthly/Quarterly reports
- Participating in periodic performance reviews of process, self and team members
- Identifying Training and Quality needs
- Driving R&R and employee engagement
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