Job Title

Role & Responsibilities:• Ensure the SLA's and KPI Targets as specified by the client are met consistently.• Coaching and developing team members to drive performance and behaviors, including providing the Services in accordance with the Performance Standards and the Service Levels.• Dealing with Cases escalated by team members & Clients• Complete end to end understanding of Product / Process knowledge• Hiring & Training of new team members• Ensuring that Team members comply with all Client & Mphasis regulatory policies and procedures• Comply to all ISO & ISMS related protocols• Facilitating flow down of information (e.g., policies, procedures) to all Team members• Preparing service quality plan including quality control, assurance & improvement for the agents to create comprehensive quality program for the process• Conduct coaching and feedback session for team members• Conduct daily / Weekly / Monthly huddles & meetings• Maintain staffing requirements as specified from time to time• Control attrition through employee engagement activities• Leading and participating in projects• Ensuring alignment between Client and Mphasis by regularly attending calibration/coaching excellence sessions• Monitoring results and KPI data to drive performance and Team member behaviors including team goals• Conduct periodic appraisals of team members• Publish daily, weekly & Monthly reports• Engage with different departments within the organization (HR, Recruitment, Admin, Transport etc) to ensure smooth functioning of the process.•Skills required:• Graduation is a MUST.