About this role
The role involves managing end-to-end Call, Chat, and Email operations to ensure SLAs and quality standards are met. Key responsibilities include day-to-day team planning, workflow optimization, and process adherence, as well as coordinating with clients, onshore teams, and internal functions for escalations, feedback, and process improvements. The role also covers training needs analysis, team competency development, performance appraisals, recruitment support, and implementing motivation/rewards programs to drive team efficiency, effectiveness, and engagement.