Job Description
Key Responsibilities:
- Ensure key deliverables are met in terms of agreed KPI's.
- Plans allocation of work to the team and monitors the progress.
- Assist team in follow up and respond to escalations wherever relevant.
- Keeps management posted on service failure issues
- Trouble shoots issues as and when it surfaces
- Assist team by processing the work in cases of urgency
- Changes to SOP is done with approval from Manager and Functional Head.
- New work procedure guideline is informed to the team.
- Prepare KPI Reports (Daily / Weekly / Monthly)
- Ensure requirement document prepared for reporting tools like CIRA
- Training and guiding new team members.
- Give suggestions for process improvement
- Conduct regular review meet with team. Give feedback periodically to the team. Conduct Appraisals as per company policy.
Participate in review calls with agency....