Job Description: Process performance � Maintain and improve as per SLAs /KPIs over the month (Focused towards Voice/Blended processes)
Employee Satisfaction people development and morale
Maintain Attrition within target levels
Improvement in quality and productivity
Customer Satisfaction
Compliance to policies
Share updates with client/customer on a regular basis provide RCA and action plan anticipate customer issues and identify communicate proactively
Reporting and MIS
Flexible to work in rotating / flexible 24*7 shifts to cover extended hours of operational requirements
Project Management
Conduct interviews for new hire and assist in the hiring process
Responsibilities: Manage and deliver on client metrics KPI's SLA's
Monitor process performance reporting focus on improving quality of Agents/team
Develop plan for reducing attrition and improving employee within the team satisfaction. Stay in touch with people and have the pulse of how they think and what needs to be done to influence them.
Documented monthly performance review of Agents and Assistant Managers(Where assigned)
Executive half yearly and annual appraisals of Agents and Assistant Managers and consequent development processes effectively
Drive reward and recognition activity for the team. Get participation and create enthusiasm
Drive process improvement using process excellence methodology. Be the champion for improvement on the floor. Identify areas for improvement scope projects and involve relevant others. Create enthusiasm for the process
Ensure compliance with internal policies and procedures external regulations and information security standards
Ability to make sound judgments based on available information.
Integrate procedural changes into daily routine
Good written communication skills
Excellent comprehension and analytical skills
Strong data entry skills and attention to detail
Experience in using email and Web enabled applications
Participate in RFI/RFP proposals for new clients expansions client visits and demonstrate EXL values during such sessions
Qualifications: Graduate. 2-5 years of experience
