Job Description
Do:
- Management of daily activities of a team
- Experience in Data Analyst experience
- Ensures achievement of all system, team and individual Customer Service goals and standards
- Manages Key performance indicators
- Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities
- Responsible for administrative aspects including reporting
- Superior communication (oral, written), presentation, and interpersonal skills
- Demonstrated ability to develop and implement process enhancements including technology and performance
- Ability to plan, prioritize, organize and communicate with client
- Proficiency in , Work-force management applications, Quality tools and technologies,
- Experienced in goal-setting (defining and prioritizing specific, driving objectives), Managing escalations.
- • Ensure 100% Error Feedback for Critical, Major and Minor Errors to be shared by all mentors
- To ensure the Quality Scores are met at all times for the workflows mapped to the respective OJT Leads
- Coordinate with delivery managers and the L&D POC to plan sessions
- Drive completion by following with respective leads and managers
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