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.

Ideal Candidate :
Total Experience : 7-9 Yrs
Relevant Experience - Atleast 2 Yrs experience in t...