Manage the account, clients, SLAs and processesSchedule and coordinate meetings between internal and external stakeholdersParticipate in recruitment and dismissal processesSmooth out problems within the workplaceOwn Account level responsibilitiesStrong leadership, Managerial skills, Excellent communication and Interpersonal skillsFinancial analysis and Risk managementAudit expertiseJob DescriptionRole PurposeThe purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process.DoEnsure process is executed as per the client contractConduct briefings before every shift to drive focus on key metrices and debrief at the end of the shift to drive focus of the team on quality and adherence to contract compliance processesPrepare notes from the huddle meetings and share it with the teamPrepare and share the performance data of the team with the client at the end of the shiftInteract with the client and prepare note to share updates and changes with the teamReview the performance on the key process metrices and conduct RCA to improve quality parametersPrepare presentation on weekly and monthly performance data for the manager to be shared with the clientCollaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projectsBe part of the discussion between manager and WFM team on forecast and number of agents requiredOrganize fun hours on Friday for the team to promote team engagementIdentify opportunities for automation within the account and share it with the managerProvide details and data to the automation team to support the automation initiative
Manage the account, clients, SLAs and processesSchedule and coordinate meetings between internal and external stakeholdersParticipate in recruitment and dismissal processesSmooth out problems within the workplaceOwn Account level responsibilitiesStrong leadership, Managerial skills, Excellent communication and Interpersonal skillsFinancial analysis and Risk managementAudit expertiseJob DescriptionRole PurposeThe purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process.Do
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