• Manage teams and ensure SLAs are met.
• Review/generate reports to monitor performance.
• Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
• Provide coaching and feedback to team members to enable them to improve their performance.
• Assist current hires such that they are productive on the floor in the shortest possible time frame.
• Handle customer, employee and internal partner escalations.
• Provide inputs on process and system to the team members.
• Client Interaction, where required at the level of supervisors.
• Ensure compliance with internal policies and procedures, external regulations and information security standards.




• Ensure that all agents in their process know their goals and how they are linked to the Organization’s quality policy.
• Motivate team members, anticipate staffing needs, acquire talent for the future, and manage attrition.
• Provide coaching and feedback to team members to enable them to improve their performance to raise individual and organizational capabilities.
• Effectively manage research/resolution/follow-ups for closure of open items.
• Build relationship with Onshore Management to ensure a “one-team approach”.

📌 Assistant Manager (Noida)
🏢 MetLife
📍 Noida