• Oversight on the team and ensuring daily BAU. Manage day to day operations functions of team management and performance delivery.
• Review and resolve issues.
• Meeting KPIs and client defined targets.
• Training and coaching on floor.
• Quality and feedback for team members for driving performance.
• Perform quality evaluations and provide coaching/feedback on performance to team members
• Process Improvement and increasing efficiencies.
• Communication with internal and external stakeholders
• Reporting and analysis on reports and avenues for improvement.
• Work in Collections target orientation environment
• Manage shrinkage & absenteeism; Attritions etc.
• Outlier agent support/management
• Proactively communicates process exceptions & deviations to Manager, and bottlenecks to process stakeholders as required
• Prepare weekly and monthly decks highlighting performance, achievements, areas of improvement and action items to address any gaps