4080938-Manager

Provides technical and administrative leadership to assigned process within area of responsibility, while performing a variety of administrative and operational duties for functional area. Responsible for supporting and delivering compliance with Operations Best Practices, internal controls and/or complex administrative procedures. Performance parameters Process performance – as per agreed KPI’s. Attrition - as per agreed KPI’s. Quality and productivity Improvement - as per agreed KPI’s. Customer Satisfaction - as per agreed KPI’s. Level of subject matter expertise - as per agreed KPI’s. Any other essential function that may occur from time to time as directed by the Supervisor Role/Responsibility Manage teams and ensure quality and productivity targets are met Motivate team members and control attrition Manage clients and ensure proactive communications 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/complaints. Provide inputs on process and system to the team members. Ensure compliance with internal policies and procedures, external regulations and information security standards. Collect and provide data required for various audits like ISO/SAS etc. Ensure that all agents in their process know their goals and how they are linked to the Organization’s quality policy Effectively manage queue and balancing of work loads