Team Leader - Operations

·        Keeping the team and self-updated of all process changes/ process highlights, at all times ·        Tracking agent/ team performance on quality, and working with the Quality and Training team to develop training schedules/ plans ·        Identify potential mentor from the agents and groom them to take on higher responsibilities ·        Build vintage in the team, by minimizing attrition/controlling attrition ·        Ensuring the Service level adherence of close looping and with coordinating with the process owners ·        Handled an inbound team for close looping of the complaints/requests with team of 20 agents ·        Handling top level escalated complaint and analyzing the root cause and taking initiative to improve the process ·        Looking after mystery audits of process in Service Recovery Department ·        Understanding & Publishing of Accurate Ops Business & Quality MIS, Reports. ·         MIS on any additional activities done to be published by the end of month. ·         Ability to provide structured feedback from CSE's on any support that they may need to service the customers better. ·         Action Plan to be shared on misses and best practices to be shared on hits monthly ·