Monday-Friday, regular working hours
- Manage team size of 15-20 agents.
- Supervise the agents, manage their performance, staffing.
- Drive operation to meet service levels & provide escalation support.
- Enforce real time adherence in all Work Types within the scope of operation
- Monitor the volume of Jobs, variations in AHT, and any other real time events that contribute or impact negatively in the execution of planned productivity hours to meet SLAs
- Constant interaction with customer, reporting site performance; including but not limited to staffing compliance, skilling status
- Provide visibility and reporting capabilities of KPIs.
- Should be fluent in preparing reports / graphs / Pivot reports / dashboards etc
- Must be very familiar with Excel formulas / functions etc.