Job Roles & Responsibilities

• Key Responsibilities: • To review weekly/monthly performance with the team. • To share AOI (Area of Improvement) and POA (Point of Action) with the team to ensure maximum output. • To identify the gaps in the process for better customer experience & business profitability. • Tracking performance to create a career path an opportunity at all level. • Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets. • Collate & prepare reports on revenue achievement, order achievement for the process on daily basis. • To ensure that the customers complaints are closed within TAT. • To analyze reports and sharing it with the team on daily basis. • To meet low performers every week and analyze their improved trend. • To Share best practices with TnA team. • Daily Target expectation setting with the team. • Regular interaction with teams and individuals to discuss performance and identifying opportunities for personal and professional growth. • Track and Maintaining the SLAs. • Modify Operations as and when needed to meet service level agreements under supervision of Manager. • Timely Delivery of all strategic Tasks. • Fully accountable for the performance of multiple supervisors/programs and in exceeding all major KPI's (client & production goals). • Designs specific action plan, which supervisor which needs to follow. • Participate and drive all meetings with the clients, to review daily, weekly, monthly and quarterly performance. • Resolve escalated customer issues. • Review dashboards/ data reports on a daily basis and provide constructive feedback to their Team Managers. • Hold team meetings on a regular basis with the direct reports. • Monitor, identify and resolve performance/behavior/attendance issues using the prescribed performance management techniques. • Provide hands-on assistance to team in case of issues, both, through direct intervention and mentoring. • CTC Up To 6 Lakh

Required Skills

• • Excellent people's manager. • Strong interpersonal skills, self-confidence, leadership capabilities. • Mature individual with the ability to work & communicate with people across organizational units • Ability to think analytically and good with numbers • Strong implementation skills and problem solving approach • Proficient with Microsoft Office applications (Word, Excel, PowerPoint) • Ability to manage and lead a team of over 20 • Ability to drive performance and improvements through positive conversations • Effective performance planning for self and team, time management and self-organization through coaching and Feedback • Ability to achieve stretched targets and able to take decisions and manage complex/ difficult employee's situation.