Responsibilities:

- KPIs Actions.
- Client Relations.
- Strive to provide best in class services to client and prioritise service requests initiated by clients.
- Update the client communication matrix on a regular basis.
- Keep the team updated for any of the update given by the stakeholders.
- Operations & Project Management.
- Assist Team Leaders in daily task.
- Delegate daily tasks to SPAs.
- Manage team of SPAs and assign them daily/monthly targets.
- Motivate SPAs and PAs in the team to achieve daily target and organisational goals.
- Meet the desired daily/monthly targets of team on a regular basis.
- Review the hourly/daily performance of team and work on area of improvements.
- Create roster of your team in order to minimize their day offs or their leave request.
- Send daily performance report to the stakeholders and HR.
- A text message should be sent across group for the day performance by end of the shift on a daily basis.
- Track the quality levels of team and work on the quality improvements.
- Daily Reports & MIS.
- Create daily reports; submit for review, share feedback with the team.
- Keep your reports up to date in the portal and send them via email on regular base.
- Complete the tasks assigned on ZOHO Projects and submit the report to your superior by the end of the shift.
- Training & Development.




- Identify training requirements of team members with respect to process and interpersonal skills required for business and overall development of team.
- Conducting training sessions of team members to improve their confidence, product knowledge, and communication skills.
- Work on process improvements and knowledge sharing among team through calibration sessions.
- MISC.
- High priority task should be completed first and regular tasks can be done afterwards.
- Any task assigned by stakeholders should be completed within timeline.
- Ensuring the employees are following the instructions given by the supervisors or the management.
- Always keep an eye on your team in terms of keeping the office decorum maintained.
- Ensure that the employees are adhering to company policies.
- Make sure that no employee is talking in any regional language other than English during your shift.
- Leads should complete minimum 9 hours of shift on daily basis without fail.

Basic Qualifications:

- Must have Graduation or above.
- Must have 3-5 years of experience working on large scale projects.
- Basic computer skills are required as 100% of our work is on computers.
- Valuable communication skills (English, Punjabi preferred).
- Self-learner.

Shift Timings:

- Morning Shift 7am to 4pm (Prefer Female & Male candidate)
- Evening Shift 2pm to 11pm (Prefer Female & Male candidate)
- Night Shift 10pm to 7am (Prefer Male candidate only)

📌 Assistant Team Leader(Operations) (Karnal)
🏢 Live Eye Surveillance
📍 Karnal