- Process performance – as per agreed KPIs
- Quality and productivity Improvement
- Customer Satisfaction
- Level of subject matter expertise
- Process minimum transaction to sustain process knowledge
- Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
- Provide coaching and feedback to team members to enable them to improve their performance.
- Assist new hires such that they are productive on the floor in the shortest possible time frame.
- Handle escalations.
- Provide inputs on process and system to the team members.
- Client Interaction, where required at the level of Supervisors.
- Ensure compliance with internal policies and procedures, external regulations and information security standards.
- Collect and provide data required for various audits.
- Ensure that all agents in their process know their goals and how they are linked to the Organization’s quality policy.
- Drive CSR in team and participate per organization requirements
- Resolve conflict in the team
Groom team members for next level, foster team bonding
4 + rating, Handing team of 15+ resources, Have annuity knowledge