Drive Performance in the team to meet targets
Manage the daily team activities and ensure the daily operations run smoothly.
Drive Team adherence and manage monthly scheduling.
Manage key business metrics like SLA's and CSAT
Run reports & conduct a 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.
Weekly Reviews to the Management on key deliverables.
One-One with the team and scheduled Monthly Team meetings.
Feedback and Coaching
Knowledge management for the team and quality control
Apply performance management strategies - action plans, BQ planning
Responsible for people/ employee career developmen