Your key priorities and responsibilities include and are not limited to:  

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input.
• Schedule and organize team activities
• Stay current on internal work processes, policies and procedures. Attend required manager development training
• Promote the Company values through both behavior and attitude, including being an advocate for team members.

Personal Attributes/Competencies:

• Teamwork & Collaboration – Demonstrated Competence
• Creative Problem solving - Demonstrated Competence
• Integrity/Trustworthiness - Demonstrated Competence.
• Willingness to work shifts (US Shifts). Cab facility for night timings provided.
• Judgment and Decision Making - Demonstrated Competence

Educational qualification : Graduate.