Job Description:
✓ To manage end to end skillset operations in line with the Unit objectives OR
company plan thereby contributing to
✓ business performance improvement
✓ Managing & improving Customer Experience - Managing SLAs, AHT, Utilization,
Outliers, Attendance, and Attrition
✓ Effective Management of Budgets and Commercials.
✓ Client Management through effective SLA monitoring, query resolution and weekly
connects.
✓ Employee Development & improvement of Employee satisfaction index
✓ Succession Planning
✓ Process and Productivity Improvements - Performance reviews
✓ Work in collaboration with the Quality / Work force planning & HR teams
✓ Daily, weekly, and monthly reporting
✓ Effective Floor Management during volume processing and TAT deadlines
