Ensure relevant processes are followed on the operational floor
Conduct calculations in order to determine the staffing requirements on a Quarterly basis. This calculation should be shared with the Managers
Manage day-to-day planning, thus ensuring that the teams consistently deliver on speed and accuracy within the agreed SLA frameworks;
Manage and optimize workflows (pipeline and individual work queues) through appropriate
Participate in calls with the client to understand expectations, provide feedback and reports and resolve queries or escalations.
Identify, facilitate and implement process improvement initiatives to improve efficiency
Measure and review Quality and productivity of the team and provide one to one feedback to ensure high quality and discipline
Handle customer complaints and escalations efficiently;
Monitor and investigate breaches to ensure that the sub-process functions in accordance to the procedures and service standards;
Manage team absenteeism, attrition, attendance, breaks and conduct;
Drive Customer Service positively and motivate team members to provide great customer service.
Identify and coach bottom performers within the team through improvement plans and positive coaching.
Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.
Lead by setting a good example (role model) behavior consistent with words
Facilitate problem solving and collaboration
Assure that the team members have the necessary education and training to effectively participate on the team
Encourage creativity, risk-taking, and constant improvement
Recognize and celebrate team and team member accomplishments and exceptional performance
Focus the team on the tasks at hand or the internal and external customer requirements
Coordinate with internal and external customers as necessary
Familiarize the team with the customer needs, specifications, design targets, the development process, design standards, techniques and tools to support task performance
Assure that the team addresses all relevant issues within the specifications and various standards
Experience*4 Year- 9 Years
Salary*Best in Industry