Role: Manager Experience : 7 + years Location : Bangalore Education : Graduate Roles & Responsibilities: • Should deliver the KPI as required and maintain self KPI like Quality, Attrition, Shrinkage and roaster management. • Should manage and motivate a quality team with good product and process knowledge • Manage the Sales process • Ensure that achieving Quality target based on the business requirement. • Ensure agents are delivering individual targets and KPI by having team meetings on a regular basis with direct reports. • Manage absentee & attrition control at all level in team. • Ensuring respective KRA’s in terms of Login hours, Productivity, AHT and monitor • Conducting review on daily /weekly & monthly basis and share the feedback • Ensure target set to an Individual for Achieving KRA and MTD kept amount target from the month to date and train operators to meet all individual KRA’s. • Ensure actions are taken and monitored on personnel and payroll issues. • Manage by fixing productivity parameters for collection Agents, monitoring performance against set parameters and Weekly review with the executives. • Responsible for smooth flow of process relating to Telesales. • Prepare and publish report on daily basis the team performance. Skillsets : • Excellent communication skills, high motivational level & achievement oriented. • Negotiation Skills and driving results in a high-performance environment. • Demonstrated ability to lead from the front. • Strong Leadership Skills, Clarity of thought and perseverance. • Working knowledge of computers, Excel, data management end-end. Key Responsibilities: • Create an inspiring team environment with an open communication culture • Set clear team goals • Delegate tasks and set deadlines • Oversee day-to-day operation • Monitor team performance and report on metrics • Motivate team members • Discover training needs and provide coaching • Listen to team members’ feedback and resolve any issues or conflicts • Recognize high performance and reward accomplishments • Encourage creativity and risk-taking • Suggest and organize team building activities