Job Discription
Is able to understand the impact of teams performance on the process goals
Prioritizes work in alignment with Teams goals, and acts accordingly
Has a sound understanding of policy, procedures and regulatory compliance enough to guide others
Able to interpret metrics / data
Makes suggestions to improve productivity
Maintaining SLA target on a monthly basis to achieve desired KPI s including absenteeism and attrition within the team
To manage the day to-day operations with a team of Associates and meet the required service levels, quality and productivity
Managing an average team of 15-20 members
Approachable and supportive towards the team. Also should have the ability to motivate the team in the right direction to achieve the targets
Conducting performance appraisal for the team
Regularly organizing huddles to update the product & process changes.
Courteous and professional behaviour towards supervisor, peers & subordinates
Conducting regular meetings with the team members;
Work towards minimizing unscheduled absenteeism
Ensure all Company policies and procedures are implemented consistently and fairly.
Gauge Roles & Responsibilities & Calibrate with team members to ensure variance is below the desired level of acceptance
Desired qualifications (including certifications)
Graduate & Proficiency in English
Desired years of experience
4 years in International BPO – working as a TL/Trainer/SME/ATL
A Career at HARMAN As a technology leader that is rapidly on the move, HARMAN is filled with people who...
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