Role Description Overview:
Mentor a group of employees to achieve assigned productivity and quality targets by motivating employees; work with cross functional teams effectively.
Responsibility Areas:
- Monitor, identify and resolve performance/ behavior/ attendance issues using prescribed performance management techniques.
- Monitor and take action on personnel and disciplinary issues.
- Conduct performance appraisals annually along with Ops Manager
- Review reports on a daily basis and provide constructive feedback.
- Provide subject matter expertise to Quality Control Analysts in the team
- Ensure training needs of subordinates are met
- Adjust to the needs of meeting service level agreements under supervision of Operations Manager.
- Successfully complete all client related training and keep record of the same.
- Resolve escalated customer issues and CAPA to be taken
- Hold team briefings on a daily basis with the team.
- Communicate all process and client changes to direct reports within specific timelines and keep record for such updates
- Act as single point contact for the assigned team members for all their job related needs and create a harmonious work setting
- Escalate performance related issues with respect to assigned team members to Operations managers on a timely manner (PIP)
- Performs any other duty assigned by respective Operations Manager
- Act as authorized person for sanctioning team members leave through ERP
- Responsible for day-to-day functional supervision of work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable compliance requirements.
- Employee separations to be handled in-line with company policies
- Strict adherence to the company policies and procedures.
Desired Profile
- Excellent Interpersonal, Communication, Team Management Skills
- Min of 4.5 Yrs o