Prioritize and assign work to associates and initiate corrective measures to resolve day- to- day work related problems including scheduling or adjusting overtime requirements, break management as necessary. Devises strategies to minimize attrition & absenteeism.
· Organizes training programs/ refresher courses for the associates. Appraises them on their performance and provides regular feedback. Manages the performance appraisal process for the entire team every month.
· Interacts with other departments like HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements.
· Generates and updates various reports like performance reports, evaluation reports, issue logs, attendance etc.
· Coordinates call calibration with the Team Leaders and the QA team
· Initiates and administers the rewards and recognition program for the team.
· Organizes weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs achievement.
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