Responsible for managing overall personnel, performance, and discipline of the assigned teams.
Provide direction, support & supervision to the assigned team & ensure resolution to their daily problems
Provide Coaching and counseling to his/her team members through data scrubbing and analysis.
Identify Team’s Training needs & organize refresher training sessions, periodic one o ones & career progression discussions for continuous improvement and employee development.
Conduct confirmations and yearly appraisals for his/her respective alignment.
Share daily/weekly/monthly reports with the team. Review & analyze team data as he/she would be held responsible/accountable for assigned teams and their productivity
Deliver desired SLA’s and meet/over achieve performance expectations as per defined scorecards
Share regular process updates with the team members and drive the assigned team to deliver as expected and follow directions
Manage the shift/queue as Duty Manager and monitor queue to provide desired productivity and effective call handling
Maintain process quality and compliance guidelines, participate in regular call calibration sessions with quality and training teams and ensure the assigned team delivers the desired quality results & provides excellent customer experience to the client/customer.
Participate in hiring and provide capacity planning/hiring feedback and forecasting
Implement and act in accordance with the organization’s information security policy
Protect assets from unauthorized access, disclosure, modification destruction or interference
Monitor and report any change in the behavioural pattern of the direct Report that may lead to a security risk
Make the direct report aware of the information security policy and updates
Report breach of security events or other security risks to the organization
The employee is also expected to play a pivotal role to help institutionalize Quality & Control across the Organization, constantly seeking, sharing & implementing best practices
Keep a vigilant eye that right talent is hired as per process requirements.
Ensure that the process training has been conducted successfully.
Should possess excellent communication & inter personal skills and should demonstrate ability to interact with people freely and fluently
Should possess Good Leadership & Management skills Change Management & Analytical/Problem solving skills Quick decision maker and a fast learner
Should be Multi tasking and a Go getter
Organized and Team player
Result Oriented & able to deliver within timelines
Should have interest in Technology and possess basic Tech knowledge of computers, peripherals, Software etc
Working Knowledge of latest tools like Microsoft Office etc.
Certification like CCNA, MCSE, Bsc IT would be an added Advantage for Tech sales profile
Candidate will provided both side cabs, meal, high lucrative incentives.
Min qualification Graduate with good experience.
Should be enthusiastic and can work under pressure.
Should have excellent knowledge of handling a team size of min. 30
Should be flexible to work in 24x7 shift.
Certification of PMP will be preferred.
Male and female both candidate can apply for this job
We are hiring for all positions,all posys for all domestic as well as international bpos with... all negotiable salaries and with all types of shift timings.
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