22-Oct-2020
Senior Manager
Iasi
3-5 Years
Romania
Job Family
Delivery Voice
Job Description (Posting).
To be responsible for meeting productivity and SLAs as per agreed norms. | Process Adherence / Compliance | | | Team Attrition | Team Performance | Customer Orientation | (1.) 1. Ensure Retention of team members is within the agreed norms.2. To lead, motivate and develop teams so that they are motivated to meet new challenges. (2.) 1. To ensure complete adherence to Attendance/Login Hours/Unsched Leave for his span/2. To ensure full deployment of performance management processes like Monitoring, Coaching, One to One, etc/3. To have regular reviews with team leaders4. To maximize profitability & ensuring Quality standards (3.) 1. To formulate the Key Result Areas of the Team Leaders & Team Members2. Conduct appraisals and feedback sessions with Team leaders/FTs and agents at regular intervals3. Performance & SLA Management and ensure good customer satisfaction feedback from both internal as well as external clients (4.) The individual should demonstrate capability of delighting one’s customers by focusing on their needs and ensuring that the customer perspective is the driving force behind all value-added business activities (5.) To consistently meet or exceed all agreed execution parameters as defined for the process.
Qualification
Others
No. of Positions
1
Skill (Primary)
Domain Competencies (BSERV )-BFS-Operations Management
Experience
3-5 Years