Job Description

Managing the productivity and performance for self and team members on daily, weekly and monthly basis and reporting the same to relevant stake holders. Ensuring client deliverables are met on weekly, monthly and quarterly basis and quality of the deliverables is as per expectation. Understanding the product, process, deliverables, measurement criteria, from the Operations Manager in depth. Client interaction in terms of submission of leads, updates on leads submitted, sharing regular MIS reports as specified, etc. Verification of leads identified by the team members and maintaining the health quality of the leads submitted to the client Complete lead management cycle of the process Preparing training documents not limited to product notes, FAQ's, call script, etc and databases, ensuring database is always updated and relevant to the process Inducting and training team members for the process, regular updates and training to be provided (not limited to product training, mock calls excel sheet maintenance, call disposition management, etc) Sharing MIS reports with Operations Manager, HR team, keeping the reporting manager on updated on team's productivity and interaction with clients.