•    Managing a team of 20 to 25 FTE's

•    To understand the complete process and its SLA.

•    Ability to understand the CTQ parameters that affect the process and work on them.

•    Ability to gauge the caliber of agents and train them accordingly

•    Ensure complete participation and contribution in organization/process level initiatives (Absenteeism, Attrition control) that may be implemented from time to time to improve efficiency.

•    Ensure that the internal/external targets are meet and the team shows continual improvement month on month.

•    The role holder will be accountable for self-performances of the team he is aligned to.

•    Communicate effectively with the client to resolve issues and disseminate updates on the floor.

•    Client, Customer & People Management Effective performance planning for self and team and time management and skill to self-organize.

•    Ability to achieve stretch targets and take decisions as well as manage complex/ difficult employee situations Handle escalations for the team

•    Work as a Single point of contact for all non-ops departments and identify, evaluate & coordinate operational, Admin, IT and HR issues

•    Timely closure of all processes and other requirements for self and Team.

•    To lead a team's available resources in order to deliver a quality service to customers in line with agreed service standards

•    Quality and Process Improvement Initiatives

•    Ensure feedback for the process/Continuous Process improvement.

•    Team's Career Planning/manage team performance & expectation

•    Evaluation of operational practices and procedures.

•    Participate in client call, calibration calls

•    Good excel and presentation Skills

•    Maintain self-knowledge of product by self-productivity, audit team work on quality parameters

Generic & Behavioral Skills –

•    Excellent verbal and written communication skills.

•    Should be willing to work in shifts along with the team in customer business time.

•    Overall should be a good team player with willingness to learn and drive to achieve.

•    Practice and focused on Metrics.

•    Good Excel skills and Reporting knowledge

•    Should be able to drive Continuous Improvement in process.

•    Compliance - 100% IT-Sec and on time and accurate ILC clocking in last 6 months

•    Awareness on SLA/SLO Metrics and should be flexible for 24*7 shifts.