Manage teams and ensure SLAs are met including demand and capacity management
Review/generate reports to monitor performance
Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements
Provide coaching and feedback to team members to enable them to improve their performance
Assist new hires such that they are productive on the floor in the shortest possible time frame
Handle customer, employee and internal partner escalations
Provide inputs on process and system to the team members
Client Interaction, where required at the level of supervisors including timely response
Ensure compliance with internal policies and procedures, external regulations and information security standards
Firm understanding of policies and procedures and can articulate processes in customer interactions
Ensure that all agents in their process know their goals and how they are linked to the Organization’s quality policy
Motivate team members, anticipate staffing needs, acquire talent for the future, develops talent (Identify High potential resources) and manage attrition
Provide coaching and feedback to team members to enable them to improve their performance to raise individual and organizational capabilities
Effectively manage research/resolution/follow-ups for closure of open items
Build relationship with Onshore Management to ensure a “one-team approach”.
