Responsibilities

• Managing a team of 20 to 25 FTE
• Client/Customer/People Management
• Drive performance in the team to meet targets
• Manage daily team activities to ensure smooth operations
• Ensure team adherence and manage monthly scheduling
• Handle escalations
• Manage key business metrics like SLA and CSAT
• Run reports and conduct thorough analysis of SLA misses
• Drive continuous improvement in the team along with metrics improvement
• Generate dashboard and scorecards for the team for review
• Performance management and appraisals for the entire team
• Present weekly reviews to management on key deliverables
• Conduct one‑on‑one with the team and schedule monthly team meetings
• Provide feedback and coaching
• Knowledge management for the team and quality control
• Apply performance management strategies – action plans, BQ planning
• Responsible ...