In these roles, you will be responsible for:
- Responsible for recruiting, training, mentoring, communicating job expectations, assigning tasks, planning, monitoring, appraising, reviewing contributions of team members and administering scheduling systems
- Provide Management Information System (MIS) and operational statistics to the management, and share team members' performance reports with them regularly
- Prepare team members' performance reports by collecting, analysing, summarizing data and trends
- Planning and implementing strategies and operations, improving systems and processes
- Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis of the team
- Responsible for developing, analysing, evaluating, delivering and interpreting projects' key metrics. This includes presenting the metrics in an understandable and useable format for sharing with leadership
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Required Skills for this role include:
- Overall 4-6 years of experience with customer focus and customer service skills
- Excellent communication (written, verbal), listening, problem solving and people management skills
- Good understanding of Microsoft Office tools
- Analytical skills with experience in creating reports using data extracted from systems and tools
- Ability to analyse and understand data related to project performance, SLAs, productivity, rostering, quality etc. and prioritize and repivot as necessary
- Ability to manage key metrics for driving productivity and quality
- Experience in handling a team as a subject matter expert (SME) or process expert will be an added advantage
- Flexible to work in 24 x 7 environment
Job Segment: Manager, Management