Location
Pune | India
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 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
- Webchat experience
- 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
Job tags
Salary
