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Team Performance & Quality Manager
WNSPune, Republic Of India, IN22 days ago
Job descriptionMonitor and analyze KPIs such as AHT, CSAT, FCR, SLA adherence, and productivity. Implement process improvements to enhance efficiency and quality. Ensure compliance with company policies and client requirements. Serve as the primary point of contact for client escalations and operational updates. Participate in client calls, business reviews, and strategic planning sessions. Prepare and present operational reports, dashboards, and insights. Use data to identify trends, risks, and opportunities for improvement. Collaborate with WFM and HR to ensure optimal staffing levels. Support recruitment and onboarding of new hires. Identify training needs and coordinate with L&D teams. Promote career development and succession planning. 5+ years of experience in BPO operations, with at least 2 years in a managerial role. Minimum Team size of 80 to 100 FTE's (Mandatory) Proven track record of managing large teams and delivering results. Strong leadership and people management skills. Excellent communication and interpersonal abilities. Analytical mindset with proficiency in Excel, reporting tools, and CRM systems. Ability to manage multiple priorities in a fast-paced environment. Familiarity with Six Sigma, Lean, or other process improvement methodologies is a plus. Certifications (Optional but Advantageous) : PMP, Six Sigma, COPC, or similar operational excellence certifications.
Roles and Responsibilities :
Team Leadership & Management
- Supervise Team Leaders and their respective agents.
- Conduct performance reviews and coaching sessions.
- Foster a culture of accountability, engagement, and continuous improvement.
Operational Excellence :
Client Relationship Management :
Reporting & Analysis :
Workforce & Capacity Planning :
Training & Development :
Qualifications : Education :
Bachelor’s degree in Business Administration, Management, or related field (preferred but not always required).
Experience :
Skills :
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Performance Manager • Pune, Republic Of India, IN
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