Manager

Performance parameters

• Process performance – as per agreed KPI’s.
• Attrition - as per agreed KPI’s.
• Quality and productivity Improvement - as per agreed KPI’s.
• Customer Satisfaction - as per agreed KPI’s.
• Level of subject matter expertise - as per agreed KPI’s.
  

Role/Responsibility

• Manage teams and ensure quality and productivity targets are met
• Motivate team members and control attrition
• Manage clients and ensure proactive communications
• 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/complaints.
• Provide inputs on process and system to the team members.
• Ensure compliance with internal policies and procedures, external regulations and information security standards.
• Collect and provide data required for various audits like ISO/SAS etc.
• Ensure that all agents in their process know their goals and how they are linked to the Organization’s quality policy
• Effectively manage queue and balancing of work loads