- Supervising a group of agents, with the main responsibility of coaching, reporting, executing action plans, maintaining utilization and day to day operational management- Providing feed-back on team members’ process performance, identify domain knowledge gaps and plan relevant training sessions to address those gaps- Managing the quality expectations and put in place relevant controls within the process to ensure the team delivers at expected standards- Ensuring achievement of SLA targets- Conducting daily and weekly meetings to share business updates- Conducting RCA to identify drivers impacting performance, and works closely with QAs, Trainers & SME’s to improve team performance- Supporting any systems/tools implementations applicable to the processes in scope

- Facilitating effective process/product training (face-to-face classroom, virtual, blended) focusing on the learner/trainee experience and performance objective - Planing, designing and delivering Training sessions, according to Learning Plans including Ad-hoc Training, for both new and existing team members - Monitoring and reviewing the progress of trainees through assessments and discussions with managers and ensures corrective action when needed -Providing insights, flags content/relevance/updates/structural issues in the material to the client Training Team - Adopting a performance consulting approach to qualify development and training requests (understands differences between skill and will issues)- Providing constructive feedback to reduce errors and improve processes - Sharing training reports in stipulated format with appropriate analysis and call-outs