Job Description

\xef\x82\xb7 Handles any escalations that an associate is unable to handle, solves process related queries and

handles grievances.

\xef\x82\xb7 Listens to calls and coaches the team to enhance performance.

\xef\x82\xb7 Monitors the calls/chat taken by the associates and provides them feedback.

\xef\x82\xb7 Interacts with the quality team to seek feedback on the team\xe2\x80\x99s performance and team quality scores.

\xef\x82\xb7 Conducts monthly and confirmation appraisals for the associates by 7th of each month and provides

them feedback.

\xef\x82\xb7 Prioritizes and assigns work to associates and initiate corrective measures to resolve day- to- day work

related problems including scheduling or adjusting overtime requirements, break management as

necessary. Devises strategies to minimize attrition & absenteeism.

\xef\x82\xb7 Organizes training program for the associates.

\xef\x82\xb7 Interacts with other departments like HR and administration to develop and maintain effective rapport

and to resolve issues and inquiries pertaining to policies, statutory compliances and administrativerequirements.

\xef\x82\xb7 Holds team briefing and de- briefings before and after each shift.

\xef\x82\xb7 Organizes weekly team meetings to update the associates on any process changes, quality issues and

team SLA and KPIs.

\xef\x82\xb7 Initiates and administers the rewards and recognition program for the team.

\xef\x82\xb7 Organizes the monthly team outings in coordination with the associates and the team members.

Requirements

Experience 1-2 years of supervisory experience

or 3-4 years of experience as an associate.

Excellent knowledge of MS Office and especially \'Excel\'.

Undergraduate/Graduate

Preferred: Min 1 year as Process leader

Critical: Good written and verbal communication skills &

team management skills.

Mentoring, motivating skills and Coaching skills

Leverage Business Solutions