Manager

Vidal is hiring a detail oriented and efficient Manager role to handle team of Non Voice for NonVoice. The role involves handling backend operations, ensuring accuracy in data management, and maintaining high standards of productivity and client satisfaction.

Key Responsibilities

• Team Management: Lead, mentor, and manage non-voice process executives to achieve KPIs and SLAs.
• Process Oversight: Monitor workflows, identify bottlenecks, and implement process improvements
• Achieve defined Average Handling Time (AHT) targets.
• Maintain consistent productivity levels while ensuring accuracy in processing.
• Quality & Client Escalation
• Ensure compliance with quality standards in all transactions.
• Handle client queries/escalations promptly and effectively to maintain trust.
• Customer Satisfaction (CSat)-Handling Multiple corporate
• Identify areas of improvement in processes to positively impact client experience.
• Performance Monitoring: Track productivity metrics, prepare reports, and present insights to senior management.
• Stakeholder Coordination: Collaborate with cross-functional teams (HR, IT, Training) to resolve issues and support business objectives.
• Maintain proper documentation for audit and compliance purposes.
• Training & Development: Conduct regular training sessions to enhance employee skills and maintain process knowledge.
• Escalation Handling: Address client concerns, operational challenges, and employee grievances effectively.
• Good written & verbal communication and attention to detail.

Required Skills & Competencies

• Leadership Skills: Ability to inspire, motivate, and manage large teams.
• Analytical Ability: Strong data interpretation and reporting skills.
• Communication Skills: Clear written and verbal communication for internal and external stakeholders.
• Tech Proficiency: Hands-on experience with MS Excel, CRM tools, and workflow management systems.
• Problem-Solving: Ability to resolve operational issues quickly and effectively.

Qualifications

• Graduate/Postgraduate in Business Administration, Operations, or related field.
• 5-8 years of experience in BPO/KPO non-voice processes, with at least 3 years in a managerial role.
• Proven track record of managing large teams and delivering operational excellence.

Immediate Joiner

Interested candidate can connect on [phone removed] through whats app