Senior FLM L2

Job Description

Do:

• Management of daily activities of a team

• Experience in Data Analyst experience

• Ensures achievement of all system, team and individual Customer Service goals and standards

• Manages Key performance indicators

• Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities

• Responsible for administrative aspects including reporting

• Superior communication (oral, written), presentation, and interpersonal skills

• Demonstrated ability to develop and implement process enhancements including technology and performance

• Ability to plan, prioritize, organize and communicate with client

• Proficiency in , Work-force management applications, Quality tools and technologies,

• Experienced in goal-setting (defining and prioritizing specific, driving objectives), Managing escalations.

• •Ensure 100% Error Feedback for Critical, Major and Minor Errors to be shared by all mentors

• To ensure the Quality Scores are met at all times for the workflows mapped to the respective OJT Leads

• Coordinate with delivery managers and the L&D POC to plan sessions

• Drive completion by following with respective leads and managers