jayr ruiz

* Manage and strengthen Client Relationship and reduce stickiness through overall management of expectation * Manage a team of 30 CCSs and 7 Team Leaders and ensure that all key metrics of performance as per the Client SLA are met and exceeded * Act as the first level of escalations and resolve all people issues within the team through regular feedback, One on Ones & Team Meetings * Manage team performance and responsible for the overall development of the team; * Institute creative & innovative R&R for enhancing team performance and motivation; foster career advancement of the team * Responsible for managing people metrics within the team eg. attrition, absenteeism, break adherence etc. * Handle escalated customer calls and guide/assist the CCSs to take calls in premium queue and use of customer service tools. * Responsible for daily, weekly, monthly reporting to Clients as per their requirement * Complies with the Company’s Policies and Procedures, including Information Security.