A1 to A3

- Average PMI (last 6 months)/PMS rating 3 and above
- 2 years in current role
- No Warning Letter issued in the past 6 months
- Mandatory E-learning courses certified wherever applicable

A2 to A3

Or

P1 to P2

- Average PMI (last 6 months)/PMS rating 3 and above
- 1 year of exp in the current role
- No Warning Letter issued in the past 6 months
- Mandatory E-learning courses certified wherever applicable

Responsibilities

1. Awareness of basic operational metrics and verbiage to handle Day-to-day operational activity
2. Responsible for Managing a Team, set the standards to ensure that Client service levels are delivered effectively
3. Coordinate with various departments and ensure faster resolutions
4. Inspiring the team and driving towards a high sense of satisfaction
5.



Give timely feedback to the team with a view towards improving Operational and individual efficiency
6. Maintaining the data – Inbound / Back office & Escalation received by customers
7. Ensuring maximum productivity
8. Client interaction as and when required; incorporate feedback into the system.
9. Provide inputs to the quality and training teams on various aspects for process improvement
10. Drive towards highly satisfied customers
11. Monthly and weekly review with all stakeholders
12. Should have complete Process Governance
13. Should be able to prioritize the tasks and ensure time bound completion
14. Should be flexible with shifts and weekly offs
15. Drive CSAT/Soft Skills/NPS for agents

Qualifications

Graduation

📌 Team Leader (Karnataka)
🏢 Digitide Solutions
📍 Karnataka