- Manage Team, deliverable and constantly work to improve KPI's.Responsible to run smooth day to day shift and its related operations.
- Manage floor, adherence to set SOPs and defined policies with a SLA driven approach.Work on Team motivation and bonding.
- Responsible for the implementation of processes set by the management /Clients.
- Share and analyze reports to provide complete operational visibility.
- Coordinate with Asst Manager/Manager to evaluate tasks and ensure implementation through constant monitoring
- Make recommendations and share feed back improvise if needed in the existing processes.
- Participate in coaching, reviews and training assessments of shift personnel in conjunction with site manager for constant improvement.
- Work closely with management to achieve team and department goals
- Handle escalated calls when required and take care of difficult scenarios when necessary
- Function as Client Services Representative when needed
- Create and foster a positive, successful, and professional work environment where employees choose to work and achieve their goals
- Build solid productive relationships with all levels of leadership and support teams
- Resolve operational and interdepartmental problems quickly
- Coordinate with support deptartment For successful delivery of assigned tasks.
- Training new hires on product knowledge.
- Any task assigned by the management
- Responsible for information security tasks within own work scope.
Competencies:
- Strong customer orientation.
- Motivation and ambition to excel.
- Drive to learn and grow.
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