Job Description

Key Responsibilities/Accountabilities:

• Team Management: Responsible for grooming & managing talents (15-20 FTE).
• Ensures that all employees have a complete understanding of and adhere to the company’s Rules and Regulations.
• Ensuring highly motivated staff.
• Keeping floor coverage at its optimum level while handling 15-20 Service Associates; patrol the entire operation floor, maintaining order and ensuring that company policies are observed.
• Producing tools for possible use in helping coach and develop the best Service Representatives.
• KPI: Ensuring delivery on team/client KPI’s - productivity, quality, sales, attrition, absence etc.
• Manages team meetings and participate in operations/client leadership meetings & conference calls.
• Escalation Management: Responsible for investigating and responding on client escalations timely and effectively.
• Governance & reportin...