Duties/ Roles & Responsibilities –

·Responsible for maintaining discipline and absenteeism of the team on the floor.

·Responsible for staff retention within the team.

·Coordination between Managers and Team Members.

·Ensure prompt and accurate service and achievement of targets.

·Responsible for Team Building & Implementation of Processes

·Team handling and Mentoring.

·Performance feedback session to be provided to agents.

·Analyze various reports including process dashboards & team performance reports.

·Should have working knowledge of AHT and WFM.

·Primary focus on achieving SLA.

·Motivating associates through effective management, career development & implementation of

·Reporting mechanisms.

·Timely Submission of Operations Review

·Preparing roster and managing shrinkage

·Conduct audits & share feedback with team members

·Monitor team performance and report on metrics

·Good analytical skills, and expertise in MS Excel

Skills

Requirements