Manager - KPO

Manager - KPO - CREQ Description

Position Title: KPO Manager

Tier: Tier1

Ø Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction.

ØEstablish & Manage Relationships / Engagement with the Clients.

ØTeam Management organizes resources, sets goals, carries out strategy from Executives and clients on a day to day basis; reporting responsibilities.

ØResponsible for following agreed governance model, escalation & communication plan.

ØTo ensure team members achieve agreed standards in relation to their job assignments.

ØTo ensure training of new staff on the process and corporate policy rules to be adhered to.

ØTo ensure that the buddy system is put in place to maintain the operation with minimal disruption in times of annual leave/sick leave/study leave and daily working hour schedules.

ØTo monitor and document work schedules of staff and absences.
Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth.

ØTake weekly and monthly calls with clients to understand the expectations from the teams and provide updates.

AboutVirtusa

Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 21,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.

Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.

Virtusa was founded on principles of equal opportunity for all, and so does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

Primary Location Bangalore, Karnataka, India Job Type Experienced Primary Skills Project/Program Reporting Years of Experience 10 Travel No