Job
Description
As a Supervisor for operations, incumbent will be responsible for managing aligned team, and ensure that commitments made to the clients are fulfilled/delivered adhering to the timelines.
Roles and Responsibilities
Ensuring agents understand and execute performance standards, policies and process and drive compliance on all program initiated action plans and the likes
- Ensure timely cascade of updates, action plan, incentives, initiatives, policies and procedures to direct reports
- Identify performance gaps both on an agent and team level that impacts the agents and teams performance.
- Initiate action plans, initiatives, incentives, etc. to improve agent and team performance.
- Drive continuous improvement through trend reporting analysis and metrics management
- Reviewing terms and conditions of payment arrangement made by the agents
- Responsible for Team Performance and performance analysis which includes:
i) Sharing Daily Performance status with the team.
ii) Coaching, Counseling and Feedback
iii) Monitor and reduce absenteeism
Desired Candidate Profile
- Experience (2-5 years) in the collection domain with exposure to customer service preferred.
- Team handling experience in ITES sector would be an added advantage.
- Excellent Communication and written skills.
- Adaptive to typing with minimum speed of 35 words per minute.
- Team Handling/Management.