Job Description

: You Are Responsible for:

Manage teams and ensure customer satisfaction, Transaction/Call Monitoring, quality and ensuring that productivity targets are met Motivate team members and control attrition Complaint and escalation management Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements. Provide coaching and feedback to team members to enable them to improve their performance. Assist new hires such that they are productive on the floor in the shortest possible time frame Client Interaction, where required - Daily/Weekly/Monthly Ensure compliance with internal policies and procedures, external regulations and information security standards. Collect and provide data required for various audits like GI/Internal Audit Productivity Improvement and Employee engagement Client interaction, if required at supervisory level Ensure compliance with internal policies and procedures, external regulations and information security standards Management reporting and oversight Driving Quality initiatives in the process to attain measurable positive results Maintain process metrics and reporting on a daily, weekly, monthly and quarterly basis Ensuring accuracy of performance reports and compliance to internal control requirements Assesses developmental needs and collaborates with others to identify and implement action plans that support the development of high performing teams Establish an environment and work style that promotes the concept of teamwork and professional development Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level
Effectively manage queue and balancing of work loads