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.