A2 to A3 Or P1 to P2 P1 to P2 • Average PMI (last 6 months)/PMS rating 3 and above • 1 year of exp in the current role • No Warning Letter issued in the past 6 months • E-learning mandatory courses certified wherever applicable Responsibilities • Administratively manage a team & monitor their performance • Motivate and recognize team members through implementation of the R & R programs • Analyze various reports to enhance productivity • Improve quality of service and increase client delight • Prepare and submit periodic reports of Team performance and should identify the gaps/scope of improvement (if Targets are not met). • Rostering and Scheduling of agents as per Process requirement • Provide end-to-end resolution by taking ownership and doing follow-ups • To ensure required login hours of the team to meet the volume of work. • To ensure all the members of the team are equipped well to handle customer’s queries. • To meet the Team targets like AHT, Quality score, CSAT Etc. • To plan, prioritize and delegate work tasks to ensure proper functioning of team. • Improve the retention of employees • Ensure that both client and end customer gets the right kind of service in a consistent manner by periodically reviewing quality, Customer appreciations or complaints if any. • Managing to achieve process KPI & SLA • Managing to achieve CCE KPI & SLA • Audit calls and identify the training requirements. Key Deliverables • Quality Scores • Client SLA achievement • Improve CSAT • Low attrition & High Productivity • Attendance compliance • Client satisfaction Professional Experience • 2-3 years of work experience. 12th/Undergraduate