• Plan for Team Leaders/Supervisors after thorough assessment of their capabilities• Supervising customer service operations for rendering and achieving quality services; providing first line customer support by answering queries & resolving their issues, ensuring minimum TAT.• Explaining the service standards and work plan to the associates and team leaders for deriving the best performance from them. • Client Servicing & Quality Assurance• Drive initiatives in the management team and organizationally that contribute to long-term operational excellence. • Setting out quality standards for various operational areas & conducting regular quality audits, ensuring a high-quality customer experience, while adhering to the SLAs and work processes.• Monitoring the performance of the direct reports, ensuring compliance with pre-set quality parameters.• Designing and implementing systems, migrating systems to upgraded versions to achieve maximum efficiency.• Lead, motivate, counsel, develop and coach team members to meet departmental KPIs• Lead quality and productivity initiatives such as ISO certifications• Managing stakeholder relationships.• Setting objectives for direct reports and conducting regular performance review meetings