Role and key responsibilities:

• Provide floor support w.r.t. product and process
• Team management- supporting the Ops Manager
• Monitor and record areas of opportunity
• Work closely with Ops and Quality teams;  design action plans to plug areas of opportunity
• Responsible for meeting the defined training and Quality conversion targets
• Innovative practices to ensure highest levels of quality and other SLA delivery
• Maintain Data as per process requirements  
• Support in Quality Audits and Feedback
• Mandatory Production hours to be clocked every day
• Process Insights to be shared with client and attending client calibration
• Managing a team of 20 to 25 resources
• Ensure complete participation in and contribution to organization/process level initiatives (Absenteeism, Attrition control) that may be implemented from time to time to improve efficiency.
• Ensure that the internal/external targets are met and the team shows continuous improvement month on month.
• Communicate effectively with the client to resolve issues and disseminate updates on the floor
• Be the Single point of contact for all Ops & Non-ops departments and identify, evaluate & coordinate operational, Admin, IT and HR issues
• Client, Customer & People Management 

Key skills and knowledge:

Work experience with USA customer support and client management- mandatory

• Excellent verbal and written communication skills.
• Good excel and presentation Skills
• Should be willing to work in night shifts, Sat/Sun (24/7 environment) along with split weekly offs.
• Overall should be a good team player with willingness to learn and drive to achieve.
• Good Excel skills and Reporting knowledge
• Should be able to drive Continuous Improvement in the process.
• Awareness of SLA Metrics
• 6 Days working