Manager

Under the direction of the Senior Manager /Asst. Vice President, this role is primarily responsible in managing operations and performance of the team to ensure all agreed SLA’s and KPI’s are met. This job also includes direct client interactions for any questions and issues around SLA’s. The role continually involves coaching, training and developing supervisors and senior executive’s; promoting client and employee retention initiatives. 

• Develop strategies on the floor for reducing attrition and improving employee satisfaction. Stay in touch with people and have the pulse of how they think and what needs to be done to influence them


• Documented monthly performance review of Agents and Assistant Managers


• Executive quarterly and annual appraisals of Agents and Assistant Managers and consequent development processes effectively. Appraisal of Agents based on evaluation of metrics performance and of non-metrics based parameters. Mentor Agents and TL


• Drive reward and recognition activity on the floor. Get participation and create enthusiasm


• Drive process improvement activity on the floor using process excellence methodology. Be the champion for improvement on the floor. Identify areas for improvement, scope projects and involve relevant others. Create enthusiasm for the process


• Review Performance of the KPIs on a near term basis and develop plans for improvement in performance.


• Stay in touch with the Client at the Process Owner level on a daily basis to review progress


• Ensure compliance with internal policies and procedures, external regulations and information security standards

• Strong people management and leadership skills


• Capability to conduct an appraisal discussion and assess different levels of performance and potential


• Capability to communicate with large teams


• Process Excellence Methodology


• Appreciation of the domain needs of the process and its key drivers


• Reasonable level of business perspective regarding the internal functioning of BPO/EXL


• Good networking capability and Client facing skills