- Lead and manage a team of 15-20 members to ensure performance meets quality and productivity standards
- Monitor KPIs, including AHT, shrinkage, and attrition, and provide coaching to improve performance
- Handle escalations, offering floor support to resolve issues swiftly
- Identify and implement process improvements for enhanced team performance and client satisfaction
Role Responsibilities:
- Drive team performance, ensuring targets for KPIs are met consistently
- Maintain transparent communication with clients to align on expectations and deliverables
- Regularly review team performance, providing feedback and coaching
- Manage reporting, documentation, and performance tracking for senior management