About this role
Department: Operations Span of Control: 20-30 Persons Reports to: Manager Responsibility Level: Lead Assistant Manager Positions reporting into this role: CCE, Sr. CCEs, IC, SMEs and Process Trainers Primary Role: - Should be open for night/rotational shifts Ensure all KPI’s are met regularly Proactive communication with internal and external stakeholders on day to day issues Timely and accurate reporting of internal/external metrics Conduct reviews for team members Provide coaching and feedback to team members to enable them to improve their performance Lean / 6 Sigma Projects Performance Parameters:- Process performance – as per agreed KPIs Quality and productivity Improvement Customer Satisfaction Roles/Responsibilities:- Ability to communicate correctly (grammatically and contextually correct) and clearly. Good business writing skills Develop strong relationship with external stakeholders Manage staffing to meet shrinkage targets Improve attrition and ensure its minimum 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. Competency and Skills:- Knowledge of the function, process and systems. Ability to use the desktop computer systems Coaching and Feedback ability. Clear written and verbal communication. Values and Behavior Customer Service Orientation. Quality Orientation. Empathy for effective on the job coaching and feedback
