- 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”.