Work Services Manager

Key Responsibilities

• Manage and lead a team of Team Leaders and frontline agents across assigned accounts or programs
• Ensure achievement of operational KPIs including productivity, quality, attendance, AHT, CSAT, and SLA compliance
• Develop, implement, and optimize operational processes to improve efficiency and performance
• Partner with Quality, Training, Workforce Management, and HR to address performance gaps
• Conduct regular performance reviews, coaching sessions, and talent development plans for direct reports
• Handle client communications, operational reviews, and performance reporting as required
• Monitor real‑time operations and take corrective actions to address service level risks
• Drive employee engagement, retention, and a positive team culture
• Ensure compliance with company policies, data privacy, and security standards
• Support business continuity planning and manage escalations ...