Job Description

R
esponsibilities: Manage teams and ensure quality and productivity targets are met
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evelop strategies on the floor for reducing attrition and improving employee satisfaction T

eam Management:
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ead and manage a team of agents. o
onitor and evaluate agent performance, providing coaching and feedback. o
et clear team goals and Key Performance Indicators (KPIs). o
onduct regular team meetings and create an open communication environment. P

erformance Monitoring:
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rack and report on team performance metrics. o
dentify training needs and provide necessary coaching. o
ecognize and reward high performance. C

ustomer Service:
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nsure all calls are handled professionally and in accordance with company guidelines. o
ddress and resolve customer complaints and issues promptly. o
aintain up-to-date knowledge of products and services. O

perational Duties:
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anage the flow of inbound and/or outbound calls. o
repare and deliver performance reports to upper management. o
articipate in the recruitment and hiring process of new agents. o
mplement strategies to improve quality and productivity. T

raining and Development:
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rain and onboard new team members. o
nsure all team members understand and follow company policies and procedures. o
rganize team-building activities to foster a positive work environment. P

rocess/Functional level data collation and reporting to Internal and External clients.
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reparation, submission and presentation of various reports for the processes on agreed service l

evel metrics with client.
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egular maintenance of functional MIS and prepare performance analysis. o
nalyzing data and deriving meaningful results for the use of management in decision-making. o
nsure accurate, timely and efficient reporting of Weekly, Monthly and Quarterly reports. o
nsure compliance to client and organizational policies and procedures in respect of reporting. o
aintain and develop the processes to ensure optimum automation of reports. o
iaison effectively with leadership team, proving to be an effective and dependable support m

echanism.
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egular audit of reports from operations, preparation of audit reports and highlighting the p

rocedures not being followed.
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hould show sufficient flexibility and urgency to handle pressure in a cross-cultural environment. Q
ualifications: Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education O
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