Posted:3 hours ago|
Platform:
Work from Office
Full Time
Manage teams KRA goals and target achievement.
Share Scorecard within the team and enable individual awareness on their KRA goals, targets, and their current stand.
Arrange team meetings and discuss operational issues and ways to achieve operational excellence.
Take ownership of cases keeping track & following up on escalated cases and ensure progress of cases through backlog review.
Notify/discuss with manager on cases that require assistance, or which need to be managed politically.
Identify Knowledgebase availability & create/publish new Knowledge Base Articles.
Jointly responsible, along with the manager, to identify candidates for PIP and plan for refresher training.
To train people on topics those are identified by the escalation leads.
Have appropriate succession planning in place for critical roles (like SME, Supervisor, Trainer) so that associates can be groomed up the ladder.
Should be able to effectively lead conflict management in their team and resolve issues.
Daily Management of shift
Administrative management of associates
Work allocation to associates.
Monitoring and mentoring associates on productivity, quality, and knowledge.
Graduate preferably with 5 – 10 years of experience in the international process.
Preferred 2-3 years’ experience in team management.
Proficient in MS Excel
Excellent communication and leadership skills
A self-motivated person with the ability to motivate the associates.
Good people management skills.
AIS business solution
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