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Job Description
- Req#: CREQ221433
Engagement ManagerJob 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 the company
Virtusa Corporation is an American information technology services company founded in 1996 in Sri Lanka and has its headquarters in Southborough, Massachusetts, United States.
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