Team Management: Responsible for grooming & managing talents (15-20 FTE). Ensures that all employees have a complete understanding of and adhere to the company’s Rules and Regulations. Ensuring highly motivated staff
Keeping floor coverage at its optimum level while handling 15-20 Service Associates, patrol the entire operation floor, maintaining order and ensuring that company policies are observed. Producing tools for possible use in helping coach and develop the best Service Representatives.
KPI: Ensuring delivery on team/client KPI’s - productivity, quality, sales, attrition, absence etc.
Manages team meetings and participate in operations/client leadership meetings & conference calls
Escalation Management: Responsible for investigating and responding on client escalations timely and effectively
Governance & reporting: Process management, team management, operational governance, reporting