• Manage Team, deliverable and constantly work to improve KPI's.Responsible to run smooth day to day shift and its related operations.
• Manage floor, adherence to set SOPs and defined policies with a SLA driven approach.Work on Team motivation and bonding.
• Responsible for the implementation of processes set by the management /Clients.
• Share and analyze reports to provide complete operational visibility.
• Coordinate with Asst Manager/Manager to evaluate tasks and ensure implementation through constant monitoringMake recommendations and share feed back improvise if needed in the existing processes.
• Participate in coaching, reviews and training assessments of shift personnel in conjunction with site manager for constant improvement.
• Work closely with management to achieve team and department goals
• Handle escalated calls when required and take care of difficult scenarios when necessary
• Function as Client Services Representative when needed
• Create and foster a positive, successful, and professional work environment where employees choose to work and achieve their goals
• Build solid productive relationships with all levels of leadership and support teams
• Resolve operational and interdepartmental problems quickly
• Coordinate with support deptt. For successful delivery of assigned tasks.
• Training new hires on product knowledge.
• Any task assigned by the management
• Responsible for information security tasks within own work scope.

Competencies:

• Good communication (oral and written) and analytical skills
• Strong customer orientation
• Excellent spreadsheet (MS Excel) and data analysis skills
• Good arithmetic skills with an aptitude for numerical analysis
• Excellent interpersonal and team skills
• Motivation and ambition to excel
• Drive to learn and grow