Supervise assigned team members and ensure client deliverable are met within the established timelines
Responsible for ensuring productivity targets (Daily/Weekly/Monthly/Quarterly/Yearly) are achieved
Create and maintain daily incident reports for all possible scenarios based on historical trends
Conduct daily team meetings, pre and/or post shift
Train, coach, and mentor associates per process requirements
Handle escalation calls on an as needed basis and help associates to learn on-the-job
Remote monitor and side jack with associates to provide real-time coaching and mentoring
Conduct constant 1:1 meetings with associates to provide feedback and motivation
Conduct constant group review meetings to discuss team performance and areas of opportunities and improvement
Maintain and conduct monthly performance review sessions with all associates
Initiate ‘Performance Improvement Plan’ for associates where necessary and provide necessary guidance and coaching to help associates come out of PIP
Do daily call audits to figure out real-time opportunities for areas of improvement
Recognize top performers in the team and assign additional responsibilities to such individuals
Manage attrition by developing a good, positive working relationship with the associates
Groom associates to become Team Leaders and continually provide them opportunities for learning new skills
Be accessible and transparent with all associates
Actively participate in team meetings with constructive feedback and suggestions
Facilitate & contribute in the training process towards continuous education programs
Should be willing to travel to our satellite centers for any new assignments at any point in time
Track individual effort/output and provide feedback wherever necessary to the team towards constant improvement.
Provide necessary on-the-floor training to team as deemed necessary
Contribute in developing tools for efficient production management
Ensure safe handling of systems and equipment provided
Exercise tact, patience and professionalism at all times in responding to customers regardless of issue or customer demeanor.
Ensure accurate collection of data from the customer in order to simplify verification procedures
Ensure building up of a good image for the company by following proper work ethics