Operations:

1. Ensure team handles the work received and adheres to SLAs

Quality:

1. Responsible for creating quality plans and implementing quality management function

Communication:

1. Responsible for reporting and communicating with client and internal team members.
2. Communicates with clients daily and provides status update
   obtains feedback and acts immediately on any issues highlighted.
3. Provides status update to the respective stakeholders and within the team
4. Shares performance reports to the client at the end of every month on team output and productivity.

Process/efficiency Improvement:

1. Proactively identify opportunities to increase service levels and mitigate any issues in delivery within the function or across functions. Take accountability for overall productivity efforts within the function
   including coordination of function specific tasks.

Training:

1. On time completion of all mandatory training requirements of organization and customer. Provide on floor training and one on one mentorship for new joiners. Complete certification of respective career paths.

Performance Management:

1. Update FAST Goals in NorthStar
   track
   report and seek continuous feedback from peers and manager. Set goals for team members and mentees and provide feedback.

Escalation:

1. Escalate problems to appropriate individuals/support team based on established guidelines and procedures.

Monitoring:

1. Monitors progress of requests for support and ensures users and other interested parties are kept informed.

Process Adherence:

1. Thorough understanding of organization and customer defined process. Consult with mentor when in doubt. Adherence to defined processes. Adhere to organization’ s policies and business conduct.

Manage knowledge:

1. Consume project related documents
   share point
   libraries and client universities

Issue Resolution:

1. Identifies
   analyses and solves the incidents/transactions.
2. Perform root cause analysis to find corrective and preventive actions after every major incident and escalations. Work closely with team members to solve customer problems.
3. Understand agent's problems and weaknesses and address

Release:

1. Adhere to release management process

Team management:

1. Set expectations; manage performance of team and individuals.
2. Provide regular feedback.
3. Coach team towards operational excellence.
4. Recognize high performing talents in the team and reward them.

Mentoring:

1. Guide new team members in understanding customer infrastructure and processes.
2. Mentoring and providing guidance to the peers and junior associates.
3. Assist new team members to understand the customer environment.

Management:

1. Able to make decisions on any matters relating to improving revenue generation and customer satisfaction with regards to call handling and call center processes.

1.      Excellent English comprehension – reading writing and speaking
2.      Domain knowledge based on process (healthcare banking investment F&A retail customer support etc)
3.      Expertise with process knowledge and guidelines
4.      Expertise in work allocation and intake functions
5.      Expertise in MS Excel
6.      Expertise with quality control processes including pare to analysis and root cause analysis
7.      Typing speed with 15WPM and 80% accuracy Voice
8.      Typing speed with 30WPM and 95% accuracy Data
9.   Experience level – 9 to 12 years