Job Description

Experience:
0-4 Year
Job Location :
Gurgaon
Job Roles & Responsibilities


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

Required Skills



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

Good to have

o Previous Travel Experience o Previous Vendor Management Experience
o Large Team Handing
What You Get

Versatility: You will get to meet and learn from people belonging to different walks of life Problem Solving: We love problems and solving them gives us a high!
Innovation: Building a product for the future requires constant brainstorming, innovating and generating
ideas
Open Culture: We believe in working together with no bars and boundaries. Our CEO sits next to us!
Data-driven: As much as we trust your gut feeling, we also trust data. Data is why you are doing what you
are doing.
Transparency: We are no mind readers. So tell us whatever it is, however it is, and we will hear you.
Move fast: We all are fighting against time, and whatever best you create in the limited time, we are happy
to implement, measure and make change.
Outcome-Oriented: We put in lot of hard work and time, so we like to see the output at the end of the day