Opportunity Description
Responsibilities
- Managing a team of 20 to 25 FTE
- Client/Customer/People Management
- Drive performance in the team to meet targets
- Manage daily team activities to ensure smooth operations
- Ensure team adherence and manage monthly scheduling
- Handle escalations
- Manage key business metrics like SLA and CSAT
- Run reports and conduct thorough analysis of SLA misses
- Drive continuous improvement in the team along with metrics improvement
- Generate dashboard and scorecards for the team for review
- Performance management and appraisals for the entire team
- Present weekly reviews to management on key deliverables
- Conduct one‑on‑one with the team and schedule monthly team meetings
- Provide feedback and coaching
- Knowledge management for the team and quality control
- Apply performance management strategies – action plans, BQ planning
- Responsible ...
Full-time
Management & Operations