Job Roles & Responsibilities
Key Responsibilities:
• To review weekly/monthly performance with the team.
• To share AOI (Area of Improvement) and POA (Point of Action) with the team to ensure maximum output.
• To identify the gaps in the process for better customer experience & business profitability.
• Tracking performance to create a career path an opportunity at all level.
• Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets.
• Collate & prepare reports on revenue achievement, order achievement for the process on daily basis.
• To ensure that the customers complaints are closed within TAT.
• To analyze reports and sharing it with the team on daily basis.
• To meet low performers every week and analyze their improved trend.
• To Share best practices with TnA team.
• Daily Target expectation setting with the team.
• Regular interaction with teams and individuals to discuss performance and identifying opportunities for personal and professional growth.
• Track and Maintaining the SLAs.
• Modify Operations as and when needed to meet service level agreements under supervision of Manager.
• Timely Delivery of all strategic Tasks.
• Fully accountable for the performance of multiple supervisors/programs and in exceeding all major KPI's (client & production goals).
• Designs specific action plan, which supervisor which needs to follow.
• Participate and drive all meetings with the clients, to review daily, weekly, monthly and quarterly performance.
• Resolve escalated customer issues.
• Review dashboards/ data reports on a daily basis and provide constructive feedback to their Team Managers.
• Hold team meetings on a regular basis with the direct reports.
• Monitor, identify and resolve performance/behavior/attendance issues using the prescribed performance management techniques.
• Provide hands-on assistance to team in case of issues, both, through direct intervention and
mentoring.
• CTC Up To 6 Lakh
