The person will be responsible for KPI Analysis & KRA , Attrition Management ,Escalation and People Management day to day operations
Team lead will be responsible for leading and managing his team to drive daily production, ensure best in class quality and CSAT thereby oversee day to day operations.
The role will involve responsibility to critically analyze information, monitor and manage performance.
It would need one to drive continuous improvement towards meeting and exceeding targets. Generate and present reports relating to team and business performance. It would involve leading by example and be hands on to develop, coach, train, induct and formally appraise employees to set performance standards.
To recognize achievements and work with the employee in addressing performance issues as well as being engaged with them.
Provide coaching and feedback to the team specifically on process with CSAT and efficiency as key parameters.
Review quality feedback and drive the team towards best quality and containing escalations.
Work with other operational and support functions.
Initiate and implement action plans to improve bottom quartile performance.
Ensure consistency with performance management and address concerns where required.
Handle Day to day employee and customer relationship management & client escalations.
Monitor and manage daily workflow and staffing needs and manage department metrics and goals like SLA & ASA, email Resolution & TAT
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