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 feedback improvise if needed in the existing processes.
Participate in coaching, reviews and training assessments of team in conjunction with line 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 dept. For successful delivery of assigned tasks.
Training new hires on product knowledge.
Any task assigned by the management.
Good communication (oral and written) and analytical skills
Strong customer orientation
Excellent spreadsheet (MS Excel) and data analysis skills
Good arithmetic skills with an aptitude for numerical analysis
Excellent interpersonal and team skills
Motivation and ambition to excel
Drive to learn and grow