Client Solutions Delivery LeadResolve GSC • Republic Of India, IN
Client Solutions Delivery Lead
Resolve GSC • Republic Of India, IN
16 hours ago
Job descriptionDeliver all contractual SLAs and KPIs (CSAT, AHT, Quality, Compliance). Implement continuous improvement initiatives to enhance efficiency and customer experience. Optimize schedule adherence and manage shrinkage. Lead and mentor a team of supervisors and agents to achieve performance goals. Foster a culture of accountability, engagement, and excellence. Build high-performing teams through coaching, mentoring, and succession planning. Monitor attrition and engagement scores, implement retention strategies. Leverage WFM reports for accurate forecasting, scheduling, and adherence. Analyze operational data to identify trends and implement corrective actions. Prepare and present performance reports to client stakeholders. Managerial Experience : 6–8 years managing big teams Excellent senior management stakeholder skills Candidate must be from BPO only Should have proven experience of BPO operations management and should have eye on details. Should have excellent communication skills (Both eMail writing & speaking) MUST HAVE experience in Handling 100+ FTE team, TLs, Managers etc. 10 – 12 yrs of work experience in BPO Operations. Having experience in logistics would be an added advantage. Should have great people management skills and expertise.
About Client
Our client is one of the largest Air Freight Forwarder in INDIA who is centralizing their processes in Mumbai Location
Role : Service Delivery Leader
Shift Timing : 10 AM – 7 PM IST (Mon – Fri)- 2nd Saturday's Off.
Salary : 10 - 14 Lakhs Per Annum (Fixed)
Mode : Work From Office
Location : Mumbai – Andheri East
Responsibilities :
Client & Stakeholder Engagement :
- Act as the primary liaison for client communication and relationship management.
- Ensure alignment with client objectives and deliverables.
- Manage escalations and provide timely resolutions.
Operational Governance :
Leadership & People Management :
Technology & Workforce Optimization :
Performance Reporting :
Qualifications
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Solution Lead • Republic Of India, IN
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