Job Description
B2    Voice    24*7     

Graduate    

6 to 8 Years    

Experience in telecommunications         

CCNA/CWNA certification Desirable    

Technical Skills, Product/Process Knowledge    

Responsible for coaching, shadowing and supporting their agents directly. effective use of key dashboards  to ensure excellent performance rigor. 
• Identify and grow talent, lead, motivate and coach direct reports in order to establish and develop an effective team; identify outliers and manage the team’s performance to continuous KPI achievement 
• Managing day-to-day operations – ensure consistent quality and productivity . Ensure consistent performance according to the relevant service level metrics or revenue/funnel goals. 
• Strong communication to ensure quarterly strategy as well as monthly and weekly priorities are understood and adhered to by associates. Able to adjust messaging to different target audiences with to-the-point communication
• Able to adapt quickly to changes in workflows/processes/procedures/product features 
• Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritization
• Clearly outline current performance drivers of their market and actions to improve 
• Maintain a professional and personable demeanor at all times