Associate Manager Inbound sales and care

Lumen Technologies is a global technology company that delivers innovative communication and network solutions, aiming to empower businesses and individuals to connect, grow, and thrive in the digital age. With a strong focus on customer experience and operational excellence, we are committed to providing cutting-edge solutions that cater to the evolving needs of our customers. As the Customer Operations Director based in Bangalore, you will be responsible for providing strategic and tactical direction for the Customer Operations team. This includes offering hands-on guidance for the day-to-day management of employees and Supervisors, driving accountability for assigned metrics, and making critical operational and employee decisions to ensure customer service impacts are effectively managed while delivering defined outcomes. Your role will also involve overseeing the performance outcomes of Associates and Supervisors, preparing timely reports, administering performance management processes, and handling issues affecting the overall performance of the Customer Service Centre. To qualify for this position, you should have at least 8 years of experience from Tier1 companies, preferably with international exposure in UK/US/Australia markets. Additionally, a minimum of 3 years of documented experience in people management roles is required. A strong knowledge and understanding of Contact Centre environments and the telecom industry, along with experience in staffing models and performance evaluation systems, are essential. Excellent interpersonal skills for effective team communication and support, as well as proficiency in Windows-based computer skills, Microsoft Suite, and Customer Contact Software Tools, are also critical for success in this role. The successful candidate must be flexible to work various shifts, including weekends, evenings, and holidays as necessary to meet the demands of the role.,