Key Responsibilities
Operational
- Monitor performance of staff in the Service Centre and ensure conduct of trainings for regular staff, PDAs, etc. in line with the training programmes designed centrally
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Ensure adequate manning in terms for full-time employees, PDAs etc
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Generate and maintain MIS related to the service center
People
- Provide direction, guidance and support to employees to help them discharge their duties effectively
3. Key Result Areas and Key Performance Indicators
Key Performance Indicators
Drive service quality and excellence
- % Adherence to committed pick-up timings:
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Regular pickups
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Cash pickups)
- Timely connectivity of outbound loads to the Hub (% compliance)
- Ensure accuracy in data capture (% compliance)
- Achievement of target NPS Scores for the service center
Drive Operations Process Efficiency and capability
- % increase in operational productivity in the service center
Ensure Performance Driven Culture
- Adherence to Performance Management system timelines and guidelines
