Key Responsibilities:

• Ensure key deliverables are met in terms of agreed KPI's.
• Plans allocation of work to the team and monitors the progress.
• Assist team in follow up and respond to escalations wherever relevant.
• Keeps management posted on service failure issues
• Trouble shoots issues as and when it surfaces
• Assist team by processing the work in cases of urgency
• Changes to SOP is done with approval from Manager and Functional Head.
• New work procedure guideline is informed to the team.
• Prepare KPI Reports (Daily / Weekly / Monthly)
• Ensure requirement document prepared for reporting tools like CIRA
• Training and guiding new team members.
• Give suggestions for process improvement
• Conduct regular review meet with team. Give feedback periodically to the team. Conduct Appraisals as per company policy.

Participate in review calls with agency.

...