Job Description – TTL / TL / Sr.TL 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. Business environment  Vertical : Operations 
Process Name:  Scope: Customer Service 3. Organization chart  Reporting To:
Asst / Deputy Manager  Reportees (if Any): 18 – 20 CSA’s 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