• Good People Management skills to manage large teams of voice resources

• Should be able to manage customer escalations

• Should be able to manage Customer Weekly/Monthly reviews

• Meeting and exceeding the customer service level agreements

• Should be able to manage team issues and provide resolutions

• Experience of Health insurance domain will be preferred

• Should be flexible to work in longer shifts

• Identify process improvements and procedural challenges, recommending appropriate solutions

• Track project milestones and deliverables

• Coach, mentor, motivate and supervise team members, and influence them to take positive, proactive action and accountability for their role

you can drop me an email at raghu.varun@capgemini(dot)com