Role & Responsibilities:

· Monitor projects/transactions and provide qualitative/constructive feedback to the team members.

· Should be able to respond to client queries/escalations with the desired solution

· Should be able to motivate, develop and mentor team members in a dynamically changing environment

· Ability to handle extreme pressure scenarios

· Excellent hands on skills to deep into process deeply, ability to identify the gaps and suggest improvement plans to client

· Drive process performance to achieve and exceed contractual SLA/KPI

· To create a conducive and stimulating environment for the teams to accomplish their goals

· Manage expectations of his team members and proactively should be able to sense their needs

· Ability to drive process, performance and transformation

· Able to guide the team by implementing best practices and always lead-by-example

· Should have excellent problem solving capabilities and lateral thinking skills

· Understanding of the process, evaluation & feedback, reporting& analysis

 

Applicant’s Specifications & Qualification:

· Must have experience in Chat Process.

· Should have the required expertise and analytical skills to provide strategic process improvement inputs - (operational excellence)

· Should be open to work 24/7

· To own, drive and develop the team members for being effective in their role

· Need to work towards enhancing the customer experience and overall service delivery

· Meeting client expectation and process metric

· English (Excellent in both Speak & written communications)