Manages overall Personnel, performance, and discipline in the assigned area.
Evaluation of operational practices and procedures.
Provide direction to staff, ensure resolution of problems, set priorities.
Provide expertise and leadership in assigned functional area. Manage relationship with internal stake-holder and functions.
Establish and maintain a working environmental conducive to positive morale, Individual style, quality, creativity, and team work.
Establish workloads and provide support in decision making.
Provide advice and assistance to senior management in the planning, implementation, evaluation/modifications to existing operation, systems and procedures.
Responsible for attrition management and arranging back-fills on a timely basis.
Provide archiving and record retention in accordance with client policies.
Provide internal audit support, as requested.
Participate in client call, calibration calls
Review and analysis of periodic report and metrics.
General and Specific skill sets:
Candidate should have experience on Non Voice
Should possess good Analytical skills
Should have good diction in English
Peoples champion - Ability to motivate people to achieve targets.
Identify Opportunity areas which would help in fixing the SLAs and move a step ahead to add value to Clients business
Ability to identify and resolve issues for the fellow team-members
Should be comfortable in working in 24 X 7 shift.