Job Description
Manage daily operational activities ensuring delivery of all SLAs and KPIs.
Monitor team performance, conduct oneonones, coaching, and create action plans for improvement.
Analyze performance trends, identify gaps, and execute improvement strategies.
Collaborate with Quality, Training, Workforce, HR, and Client Stakeholders for operational alignment.
Lead team huddles, performance reviews, and knowledge sessions to maintain process consistency.
Ensure shift management, roster planning, and adequate staffing to support volume fluctuations.
Manage escalations, resolve service issues, and ensure effective customer handling.
Prepare daily/weekly/monthly MIS reports, dashboards, and business review presentations.
Support new process migrations, pilot batches, and transition activities.
Implement operational controls and risk mitigation plans.
Standardized operational workflows and updated SOPs
Daily/weekly/monthly MIS & operational dashboards
Performance improvement plans (PIP) and quality action plans
Root-cause analysis reports for escalations and performance gaps
Process improvement initiatives and costefficiency recommendations
Team capability enhancement through coaching & development programs
Achievement of monthly KPI & SLA targets (AHT, CSAT, Quality, Productivity, TAT, etc.)
Improved team performance and reduction in skillbased issues
Reduction in customer complaints, rework, and process errors
Better forecast accuracy, staffing adherence, and shrinkage control
Strong client satisfaction and positive business reviews
Smooth process delivery with zero compliance breaches
More Info
Key Skills
Root-cause analysis
Performance improvement plans
Team capability enhancement
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