- Average PMI (last 6 months) /PMS rating 3 and above or last two PMS rating 3 and above (whichever applicable)
- Min 2 years’ experience in the current role
- No Warning Letter issued in the past 6 months
- Mandatory E-learning courses certified wherever applicable
Responsibilities
• Maintaining the agreed Service Level as per defined KPI
- Maintaining the agreed Answering Level as per defined KPI
- Maintaining the agreed External Quality Score as per defined KPI
- Managing the Manpower & Assets Productivity
- Managing the TL – CCE Span as per the agreement with client
- Coordinate with support functions for recruitment/ on boarding/ training
- Review performance at least once every month with the team
- Documentation and compliance of ISO processes
- Managing the Attrition% as per the defined KRA’s
- Managing & further improving the CSAT Scores as per defined KPI’s
- Maintain the L2 level manpower
- Responsible for Controlling attrition
- Analyze MIS reports; identify trends and take appropriate action on the same