BPS - Voice Assistant Manager · Noida

Sopra Steria is a major Tech player in Europe, recognized for its consulting, digital services, and solutions.

Responsibilities:

• Ensure end-to-end delivery of assigned processes/services in line with contractual SLAs and KPIs.
• Monitor performance dashboards and take proactive corrective actions for any deviations.
• Manage volume fluctuations, staffing plans, and workload redistribution.
• Own incident management and root cause analysis processes.
• Develop and maintain compliance frameworks.
• Collaborate with cross-functional teams to enhance service delivery.
• Prepare reports and presentations for stakeholders.
• Conduct training and development sessions for team members.
• Implement process improvements to enhance efficiency.
• Support the development of dashboards for performance tracking.