• Managing SLAs, Quality metrics and client specific KPIs for the team.• Client Management• Monitoring the completion of tasks and ensuring good performance.• In addition to my team, I’ve been managing other critical task within theproject and enabling them to improve their statistics by identifying trainingneeds for the team through skill-set mapping and performance reviews.• Project & Staffing Management.• Identifying & plugging processed gaps and taking approximate actions forimprovement.• Delegating tasks to team members.

• Some core responsibilities include managing the daily attendance ofassociates, meeting the set productivity targets, Team quality, feedback,process & performance improvement, queue management.• Conducting training for team members to maximize their potential.• New trainees management.

• Creating the necessary backup files & Check for any discrepancies.• Generate reports and store the work completed with the view of improvingthe overall quality of work