- 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 recent 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
- Build relationship with Onshore Management to ensure a one - team approach
Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.