Manager

Managers 7 - 10 years of experience Strong people management and leadership skills Ability to conduct an appraisal discussion and assess different levels of performance and potential Ability to communicate with large teams Ability to Understand the domain needs of the process and its key drivers Ability to drive and maintain process improvement using Process Excellence Methodology Reasonable level of business perspective regarding the internal functioning of BPO/EXL Good networking capability and Client facing skills Ability to review performance of the KPIs and develop plans for improvement in performance Ability to make decisions efficiently and in a fair manner after evaluating possible options Demonstrates an openness in anticipating, driving change and influencing colleagues Ability to maintain low attrition rates Issue resolver People & Client Goal Oriented Ability to Handle Multiple Projects Ability to reduce operating Cost and improve profitability Ability to develop strong Back-up for each project and eliminate people dependency Ability to involve in non-project activities Develop strategies on the floor for reducing attrition and improving employee satisfaction. Stay in touch with people and have the pulse of how they think and what needs to be done to influence them Documented monthly performance review of Agents and Assistant Managers Drive reward and recognition activity on the floor. Get participation and create enthusiasm Review Performance of the KPIs on a near term basis and develop plans for improvement in performance Improvement in Quality and productivity of the team Conduct annual team appraisals Ensure growth and career planning for the team member Ensure to meet the project SLA compliance Meet and exceed Customer Satisfaction Stay in touch with the Client at the Process Owner level on a daily basis to review progress Ensure compliance with internal policies and procedures, external regulations and information security standards Clean internal and external audits with zero NC s / Observations