Roles & Responsibilities –

 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.