Job description:

To be responsible for meeting productivity and SLAs as per agreed norms. , Process Adherence or Compliance , , , Team Attrition , Team Performance , Customer Orientation ,

• 1. Ensure Retention of team members is within the agreed norms.
  2. To lead, motivate and develop teams so that they are motivated to meet new challenges.
• 1. To ensure complete adherence to Attendance/Login Hours/Unsched Leave for his span/2. To ensure full deployment of performance management processes like Monitoring, Coaching, One to One, etc/3. To have regular reviews with team leaders
  4. To maximize profitability & ensuring Quality standards
• 1. To formulate the Key Result Areas of the Team Leaders & Team Members
  2. Conduct appraisals and feedback sessions with Team leaders/FTs and agents at regular intervals
  3. Performance & SLA Management and ensure good customer satisfaction feedback from both internal as well as external clients
• The individual should demonstrate capability of delighting one s customers by focusing on their needs and ensuring that the customer perspective is the driving force behind all value-added business activities
• To consistently meet or exceed all agreed execution parameters as defined for the process.