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

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