Manager - Assessment Implementation
Logistics Sector Skill Council
Location
Chennai | India
Job description
Roles and Responsibilities:
The Manager will be responsible for handling a team of Sr. Executives, Data Analysts and Data Management Executives and take ownership of client deliverables and team management.
Carry out audits of the cases processed by the team, provide timely feedback basis the same in order to achieve organization goals.
Identify training needs for the team members and working along with respective departments in meeting those needs.
Provides performance feedback and coaching on a regular basis to each team member.
Responsible for meeting the KPIs for the team.
Conducts performance management reviews and set action plan for skill improvement.
Respond to client emails on time.
Taking Escalation and customer complaint calls and ensuring resolutions to the customers
Evaluating Customer feedback received from all channels and providing timely feedback to staff.
Responds to and resolves employee relations issues expressed by team members.
Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
• Individual Contribution
• Maintain MIS
• Tracking productivity of Assessment operations
• Report generation
• Co-ordinate with all stakeholders
• Identifying critical cases and act accordingly
• Prepare strategies for achieving Team targets
• Handling Escalation calls /agitated stakeholders
• Performance review of team members on daily weekly monthly basis
• Plan for absenteeism in the team and ensure smooth work flow
• Liaise between different departments
• Support team members development and career growth
• Develops strategic partnership with respective business stakeholders
• Embrace the Process Architecture
• Mandatory to have experience in Project/Program management
• Strong leadership, management, financial and communication
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