Performance Manager

The Role:
The incumbent will bring extraordinary focus and expertise in driving performance to the team focused on operational rigor.
Responsible for overseeing the performance and operation of a team within our BPO and Contact Center service delivery. The role's primary objective is to ensure the delivery of exceptional customer service, meet productivity targets, and drive operational efficiency. The Performance Manager plays a vital role in coaching, mentoring and inspiring team members to achieve individual and collective goals while maintaining a positive and inclusive work environment.
The Performance Manager will be responsible for ensuring the KPIs, goals, and targets are met.
Essential Job Elements:
•Ensures Client-specified KPIs and targets.
•Monitors the queue to ensure that service metrics are met, as well as monitors sales metrics through proper coaching, consequence management, etc.
•Identify training and development needs within the team, facilitatin...