Job Description

Key Responsibilities:

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Effectively manage teams including tasks such as resource planning career planning performance management attrition management etc Coach and help develop team members help bridge knowledge gaps and overcome skill and will issues Handle User customer escalations and formulate actions to resolve any concerns and ownership till resolution Regularly formulate and execute internal and external governance Effectively handle client escalations and formulate actions to resolve any concerns Work with the operations managers to obtain necessary resources like training and support for the team s requirements Conduct quality assessment of agents performance and formulate trends for performance improvement of agents teams Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets Familiarize the team with the latest process update and changes team and individual targets Identify process improvement ideas mentor team members on implementing improvement ideas Six sigma lean projects

Preferred Skills:

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Customer Service->CS-Service Desk/ Voice