KPO Engagement Manager

JOB DESCRIPTION

Skill: Engagement Manager

Key responsibility:

Job Summary:
The Engagement Manager oversees end-to-end operations for the entire KPO team.
esponsibilities:Own end-to-end operations delivery of the KPO team.
Oversee daily operations QA and Data Analyst and Shift Managers.
Ensure SLA Adherence, process compliance and continuous improvement.
Primary point of client communication and governance.
Conduct periodic status reviews, business reviews and performance reporting.
Drive employee engagement, training, retention, and performance appraisals.
Mentor shift managers.
Identify delivery risks, process gaps and client escalations proactively.
Implement quality initiatives and lead RCA with CAPA for misses.
Idntify further resourcing needs based on volume of work and initiate discussion with respective stakeholders.
Requirements.
Seasoned manager with prior experience of managing 100 + team members in a KPO setup.
Relevant experience of 5+ in managerial role.
Strong stakeholder management skills, communication, and leadership skills.
Experience with KPO operational metrics.

About Virtusa

Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 21,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.

Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.

Virtusa was founded on principles of equal opportunity for all, and so does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need