Job description:

To provide information to their customer regarding their queires and resolve the end customer issues as per defined SLA , Able to work independently and efficiently to meet SLA , Able to comprehend the request of the customer and meet the quality standard

• The individual should have an ability to understand and carry out the allocated tasks and responsibilities in a timely and consistent manner and deliver results so as to exceed one s own standards
• 1. To formulate the Key Result Areas of the Team Leaders & Team Members
  2. Conduct appraisals and feedback sessions with Team leaders/FTs and agents at regular intervals
  3. Performance & SLA Management and ensure good customer satisfaction feedback from both internal as well as external clients
  4. Plan and coordinate the staffing activities of the respective processes in accordance with documented policies and procedures.
• Attendance/Login Hours/Unsechduled Leave
• Effectively manage client relationships in order to maintain and grow their existing business to ensure revenue generation
• Manage the budget and schedule for the projects assigned ,Responsible for managing multiple assigned on boarding projects to completion,Coordinating interrelated operational tasks required to support the proposed solution