Job Description

- People/Team management and working towards delivering the required targets. - Proactively analyze the root-cause issues that generate inconsistencies in practices/process- Collaborate with leaders across the organization to identify opportunities to streamline the end-to-end process and enhance the customer experience- Providing daily ongoing performance coaching to enable team members to develop and perform.- Set performance objectives for and with employees, conduct performance review, and provide performance feedback on a periodic basis.- Arrange training for employees as needs arise.- Addresses employee complaints and resolves personnel/professional issues.- Completes tasks that support the smooth operation and the achievement of its goals- Assists with the development and/or monitoring of workflow, procedures, and metrics to track employee and department productivity for Department improvements- Fully facilitates and leads small group meetings for employees.- Promotes personal and professional growth by mentoring employees at every opportunity.- Provide support key projects, including active involvement, resource allocation and oversight if appropriate.- Should meet day-to-day production (quantity & quality) targets for the team and individual without any impact to SLA- Conducting Rewards and Recognition at Process/Team level. - Internal team and End client interaction.- Suggest process improvements and drive team to work differently but within process guidelines- Quality audits- Working on corrective and action plans for the improvement of Team's quality scores. - Be actively involved in client calls and ensure updates are communicated to the team.- Create good engagement levels with team members- Conducting interviews at Company level for new hires (ref:updazz.com)