Reporting to Manager - Operations about the daily SL's, AL's, AHT & QualityTo ensure complete understanding of system and its functionality to achieveMaximum productivity.To analyze performance, identify trends and significant business issues andRecommend solutions to improve the performance of the function.Imparting Process training to new hires as well as experienced associates. Key Focus is on creating, nurturing and sustaining a service excellence culture in order to meet the Customer satisfaction measures set from time to time. Develop and maintain all process related MIS reports.Maintaining floor discipline, and ensure adherence to timelines.Responsible for team's motivation, absenteeism and attrition.To conduct Team performance Appraisals (half Yarely /Yarely).Also responsible for client interaction and discussing process specific issues.Executive annual appraisals of Agents and consequent development processes effectively.Appraisal of Agents based on evaluation of metrics performance and of non-metrics based parameters. Rewards & Recognition activity on the floor. Get participation and create enthusiasm.Drive process improvement activity on the floor using process excellence methodology. Be the champion for improvement on the floor.Identify areas for improvement, scope projects and involve relevant others.Review Performance of the KPIs on a near term basis and develop plans for improvement in performance.Ensure compliance with internal policies and procedures, external regulations and information security standards.Meeting all the SLA's whether Internal or ExternalWeekly Roistering for entire process.Daily Review of all Process Reports to find out scope of Improvement