1. Position Objective  The incumbent would be part of the team and the primary
responsibility will be to take care of day to day work allocation to CSA’s
interacting with client, attending Client calls and other significant meetings,
Conduct Weekly, SMR, Project Review, Daily Team meetings, etc., Passing on the
process updates to the team members, Maintaining Weekly reports, Daily reports
and interacting with the process manager and the team to improve the process. 2.
Business environment  Vertical : Operations  Scope: Customer Service 3.
Organization chart  Reporting To: Asst / Deputy Manager  Reportees (if Any):
18 – 20 CSA’s 4. Principal Accountabilities & Responsibilities R Responsible”
The Doer” - The individual(s) who actually do the job. The degree of
responsibility is defined by the accountable person. Responsibilities can be
shared. A Accountable “The Buck Stops Here” - The individual who is ultimately




accountable - their neck is on the line if the job isn’t done They have the
power of veto. Only one ‘A’ can be assigned to an activity or decision. They can
delegate the ‘R’ (or choose to do them) C Consulted “In the Loop” - The
individual(s) who need to be consulted prior to a final decision or action being
taken. This is TWO-WAY communication. Consulted may not have a direct part in
the task but is impacted by its completion. Their input may be necessary. I
Informed “Keep in the Picture” - The individual(s) who need to be informed after
a decision or action is taken. This is ONE-WAY communication. Input from the
informed party is not necessary - but they will need to know. They may be
required to take action as a result of the outcome.

📌 Customer Service Domestic Voice Lead-BPS (India)
🏢 Hexaware
📍 India