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

͏

͏

͏

͏