BRIEF DESCRIPTION OF DUTIES:

• Managing and coordinating the activities performed by Assistant Team Lead and Specialists.
• Overseeing team members and executing various administrative responsibilities.
• Monitoring operational statistics, such as productivity, quality trackers, reports, mailbox status, and checklists.
• Providing timely project status updates, constructive feedback, and detailed reporting on key process-focused objectives to the management.
• Strategically determining work volume and assigning suitable team members to meet account priorities and Service Level Agreements (SLAs) satisfactorily.
• Vigilantly managing team performance to ensure that production metrics are consistently aligned with company policies.
• Conducting regular coaching sessions to enhance the skills of team members.
• Communicating and providing timely feedback to the team on soft skills, system knowledge, and issue ...