Job Description

:

• Manage a team of 8-10 associates.

• Client Interaction (emails and telephone)

• Create and maintain performance and productivity reports on a daily basis.

• Communicate and work with all support departments to ensure the availability of infrastructure

• Ensure that the attrition levels are kept to a bare minimum

• Ensure that the defined SLA"s are met for the particular process

• Ensure that productivity numbers are tracked on a daily, weekly, and monthly basis and identify associates who are not meeting these numbers.

• Come up with training programs to ensure that the gaps are met on the productivity and quality levels

Key Responsibility Areas (KRA"s):

• Responsible for overall and individual Team Productivity improvement on a monthly basis using the previous month"s productivity numbers as a benchmark for excelling in the coming month

• Responsible for overall and individual Team Quality output improvement based on the internal benchmarks and SLA"s agreed with the client for each process

• Responsible for Talent retention - Attrition as per the norms specified by the division

• Responsible for Quality of review improvement and certified by the client based on weekly review calls

• Responsible for Team Motivation to handle any spike in volumes so as to ensure delivery within the defined SLA"s at any given point in time.

• Responsible for Knowledge Sharing - Training and Development as per any process updates received from the client"s side and to ensure that this knowledge has properly passed on to all team members

• Responsible to ensure that Team Absenteeism is kept at a bare minimum and all planned leaves are sanctioned while ensuring that the day-to-day deliverable is not affected due to it

• Responsible for Conflict management within the team to ensure that everyone is performing at 100% of their capacity.

Job Types: Full-time, Regular / Permanent Pay: ?15,000.00 - ?25,000.00 per month Schedule:

• Rotational shift

Ability to commute/relocate:

• Indore, Madhya Pradesh: Reliably commute or planning to relocate before starting work (Required)

Experience:

• total work: 1 year (Preferred)