Act as a mentor to the Team Leaders, provide coaching and guidance to them for their day to day responsibilities and from a career perspective.Actively train TLs on key methodologies used within the work environment.Define, create, maintain and communicate the strategy for your team in alignment with management.Act as a go between for management and team leads, delegate management requests between team leads and ensure an even workload.Define and plan project level programs… Show more Act as a mentor to the Team Leaders, provide coaching and guidance to them for their day to day responsibilities and from a career perspective.Actively train TLs on key methodologies used within the work environment.Define, create, maintain and communicate the strategy for your team in alignment with management.Act as a go between for management and team leads, delegate management requests between team leads and ensure an even workload.Define and plan project level programs, provide support guidelines for the duration of the projects as well as deliver.Drive overall performance of the teams, ensure there is alignment on this across all products.Be accountable for the team’s performance both overall and on a product level – KPI and SLAs.Build and maintain relationships with the key client and internal stakeholders.Business reviews preparation and delivery in front of the key client and internal stakeholders.Follow and implement business excellence practices across the team.Communicate effectively with the team deliver key messages and vision from management and provide visibility on his/her responsibilities within the team.Support and engage with the team lead on a professional and personal level to ensure their growth and empowerment. Show less

• Motivate and strategize how the team will meet efficiency, productivity, and consistency targets• Perform weekly check point on the analyst s performance using scorecards as a point of discussion• Charting a career development plan for the analysts and providing guidance on how to achieve personal and career goals• Elevating and escalating red flags to management on a duty of care perspective• Ensuring team schedules are communicated, leave requests are addressed and team… Show more • Motivate and strategize how the team will meet efficiency, productivity, and consistency targets• Perform weekly check point on the analyst s performance using scorecards as a point of discussion• Charting a career development plan for the analysts and providing guidance on how to achieve personal and career goals• Elevating and escalating red flags to management on a duty of care perspective• Ensuring team schedules are communicated, leave requests are addressed and team attendance is monitored. Managing chronic absentees.• Guaranteeing that base operational expectations and information security policies are enforced• Identifying improvement opportunities in workflows and suggesting solutions. Creating a culture of innovation• Facilitating team meetings and team huddles• Creating an engaging and fun work atmosphere for the team• First point of escalation and clarification on HR related matters and concerns• Coach and correct non-performing metrics and analysts through root cause analysis and solid action planning• Performing monthly sit-down sessions to gather insights and innovation ideas• Executing administrative functions inside the team i.e. time report reviews and HR disciplinary actions if needed • Ensuring that SMEs (subject matter experts) are performing their duties and responsibilities• Assists recruitment with conducting interviews for new hire candidates Show less

Walking the floor to respond to questions, escalations and spot behaviors work practices that needs to be addressed real time 25 of the timePerform side by side audits to his her analysts once a weekConduct error coaching sessions with his her analysts on a daily basisCollate error trends in the team and address systemic problems through a daily huddleEnsure that analysts visit the My Accuracy tab daily and facilitate dispute processPerform 100 quality reviews per… Show more Walking the floor to respond to questions, escalations and spot behaviors work practices that needs to be addressed real time 25 of the timePerform side by side audits to his her analysts once a weekConduct error coaching sessions with his her analysts on a daily basisCollate error trends in the team and address systemic problems through a daily huddleEnsure that analysts visit the My Accuracy tab daily and facilitate dispute processPerform 100 quality reviews per weekPerform 1000 content reviews per weekAct as a POC for open client facing rolesSupport backlog reduction efforts if neededCourse through open questions and concerns to responsible support teams and close the loop with analysts Show less

·         Assist our community and help resolve inquiries empathetically, accurately and on time ·         Respond to user inquiries with high quality, speed, empathy and accuracy ·         Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users ·         Become and remain knowledgeable about client’s products and community standards ·         Make well balanced decisions and personally driven to… Show more ·         Assist our community and help resolve inquiries empathetically, accurately and on time ·         Respond to user inquiries with high quality, speed, empathy and accuracy ·         Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users ·         Become and remain knowledgeable about client’s products and community standards ·         Make well balanced decisions and personally driven to be an effective advocate for our community ·         Display a strong commitment to doing what’s right for our community in supporting the client’s mission ·         Investigate and resolve issues that are reported on clients site such as requests for account support and reports of potentially abusive content ·         Gather, analyse and utilize relevant data to develop ways to improve the overall user experience on the site ·         Enforce Client’s Terms of Use by carefully monitoring reports of abuse on the site ·         Review the reported content within agreed turnaround times and standards of quality ·         Identify inefficiencies in workflows and suggest solutions ·         Recognize trends and patterns, and escalate issues outside the company policy to the global team Show less

• Delivering high performance, assisting managers on shift with any task.• Managing stock levels during busy periods• Delivering KPI’s based on business needs • Upselling client’s products• Creating and maintaining friendly and relaxed work environment with sense of urgency• Covering managers breaks while implementing same level of customer satisfaction• Stock control with responsibility for checking deliveries, resolving difficulties, and enhancing computerised accounts… Show more • Delivering high performance, assisting managers on shift with any task.• Managing stock levels during busy periods• Delivering KPI’s based on business needs • Upselling client’s products• Creating and maintaining friendly and relaxed work environment with sense of urgency• Covering managers breaks while implementing same level of customer satisfaction• Stock control with responsibility for checking deliveries, resolving difficulties, and enhancing computerised accounts system to manage various contingencies. • Monitoring and maintaining procedures for the control of cash and stock to reduce pilferage and wastage and to enhance cost effectiveness and transparency. • Effectively consulting with each shift manager to ensure a smooth communication flow and to prevent overlap. • Daily Cash and Cheque Lodgement Show less