Job Description

:
Primary Responsibility
Performance and People Management
Performance Parameters
(Weightage as defined in the Goal Form)
Performance Management * Operational Service Delivery - SLA metrics and KPIs (35%)

• Financial - no revenue leakages (20%)
• Process Improvements (15%)

People Management * Attrition and ESAT (30%)
Role/ Responsibilities

• Manage teams and ensure quality and productivity targets are met
• Motivate team members and control attrition.
• Identify and / or drive process improvement initiatives.
• Provide coaching and feedback to team members to enable them to improve their performance.
• Assist new hires such that they are productive on the floor in the shortest possible time frame.
• Handle 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

Technical and Process Specific Skills
Client Specific
Soft Skills * :

• Basic knowledge of computers and MS Office
• Product Knowledge and knowledge of systems / applications used
• Knowledge of Compliance rules and regulations are a part of process / product knowledge

• Knowledge of SLAs and Client metrics

• Good written & verbal communication skills (Should have 12 and above as a CEF ratings / scores)
• Quality Orientation
• People Management
• Problem Solving
• Result Orientation
• Customer Focus