Assistant Manager of Operational Excellence

Key Responsibilities :

• Lead, mentor, and manage a team of TL'S to achieve performance targets (KPIs, SLAs, CSAT, AHT, etc.).
• Monitor team performance, provide coaching, and implement improvement plans.
• Handle escalations, ensure high-quality customer service, and drive process excellence.
• Collaborate with stakeholders to optimize workflows and enhance efficiency.
• Ensure compliance with company policies, client requirements, and industry best practices.
• Conduct regular team meetings, performance reviews, and training sessions.
• Work on workforce planning, rostering, and attrition control.
• Generate reports and provide insights for operational improvements.

Share cv at vaishali.vaishali27@teleperformance.com