This role is responsible for:
He/ She will be responsible for a team
Resolve partner issues to identify Quality standard gaps and solution
Be directly responsible for the overall performance of team members
Conduct performance reviews and team meetings
Conduct monitoring and coaching sessions
Coordinate with training and Operations to identify systemic quality- improvement opportunities
Represent the team on special projects/initiatives
Competent in all process and technical skills required at Agent level thorough understanding of Metrics requirements and targets
Achieve Quality requirements as outlined via Monitoring Guidelines
Achieve Productivity requirements and performance delivery as outlined via Operation scorecard
Participate in performance improvement task forces as needed and look at continuously raising the bar for client satisfaction
Demonstrated flexibility and contributions to creating a team environment
Continual enhancement of one’s performance
Key Skills:
Ability to motivate and inspire new & existing Teammates.
Skills for planning, assigning and directing work, performance appraisal, grievance handling
Ability to guide individuals towards goal achievement using negotiation, teamwork/collaboration, motivation and staff development skills
Must have a strong eye for detail and a thorough understanding of client vendor expectations
Must display positive energy, service-oriented attitude towards all teammates.
Strong managerial, organizational, prioritization and leadership skills
Solid language fluency required – Reading, Speaking, understanding & Writing (enunciation, clarity and professionalism)
Job Type: Full-time
Salary: ₹80,000.00 – ₹90,000.00 per month
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