Key ResponsibilitiesLead daily contact center operations and ensure achievement of service level agreements, productivity, quality, and customer experience goals.Manage workforce utilization, queue management, and operational performance metrics.Provide leadership, coaching, and development to team leaders and associates.Drive performance management, engagement, and talent development initiatives.Partner with US stakeholders and business leaders to review performance and resolve escalations.Analyze operational trends and implement process improvements to enhance efficiency and customer outcomes.Own client and customer escalations and ensure timely resolution.Oversee daily, weekly, and monthly business reviews and reporting.Lead special projects, change initiatives, and operational transformation efforts.Ensure adherence to policies, compliance requirements, and operational controls.
Shift:Service( 05:30 PM - 02:30 AM)




Skill:Voice Generic
JobCode:Voice Operations
Grade/Level:G3L1
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Eligibility & Experience
10-14 years of overall experience with 5-7 years in leadership roles within contact center or shared services operations.
Experience managing service delivery, workforce performance, and customer escalations.
Experience working with global stakeholders preferred.

Education
Graduate in any discipline. Postgraduate qualification preferred.

Work Schedule
Versatile to support US business hours and business critical requirements.

Technical Skills

Proficiency in MS Excel (data analysis, reporting, and tracking)
Experience with CRM tools and quality monitoring systems.

📌 TAM PSC Hyd 172111 - Internal (Hyderabad)
🏢 ADP
📍 Hyderabad