 Supervise and coordinate activities of employees responsible for providing technical support and handle Escalations Accountable for operational key metrics like Quality Evaluation, TAT, Productivity, Initial Response Time, Survey, Call Quality, Closures, Resolution Rate etc Attend QBR / MBR with upper management, vendors to get the pulse of the business and together work on a common goalTraining the new Hires Conducting regular reinforcement sessions, meetings and keeping… Show more  Supervise and coordinate activities of employees responsible for providing technical support and handle Escalations Accountable for operational key metrics like Quality Evaluation, TAT, Productivity, Initial Response Time, Survey, Call Quality, Closures, Resolution Rate etc Attend QBR / MBR with upper management, vendors to get the pulse of the business and together work on a common goalTraining the new Hires Conducting regular reinforcement sessions, meetings and keeping the team updated on a regular basis. Help and address the issues which the team faces on High priority Calls which needs to be addressed immediately as per SLA Conducting regular reinforcement sessions, meetings and keeping the team updated on a regular basis. Help and address the issues which the team faces on High priority Calls which needs to be addressed immediately as per SLAConducting regular reinforcement sessions, meetings and keeping the team updated on a regular basis. Help and address the issues which the team faces on High priority Calls which needs to be addressed immediately as per SLA Show less

 Motivate, train, and delegate duties and monitor the performance of the department team members. Manage and increase the effectiveness and efficiency of the team Handle performance management, assign task, review work through E-coaching, Scorecard and one on one discussion, discuss career path and appraisal for the employeesMonthly one to ones at the OPS level, Quality, Training, Nesting levels. Weekly one to one with front line staff for managing attrition and performance based… Show more  Motivate, train, and delegate duties and monitor the performance of the department team members. Manage and increase the effectiveness and efficiency of the team Handle performance management, assign task, review work through E-coaching, Scorecard and one on one discussion, discuss career path and appraisal for the employeesMonthly one to ones at the OPS level, Quality, Training, Nesting levels. Weekly one to one with front line staff for managing attrition and performance based issues. Monthly skip level meetings, calendar planning for need based organizational development trainings for front line managers and their direct reportees. Skill set mapping for vintage employees to manage versatile work pieces in order to keep them engaged though continuous learning initiatives. Identifying leadership development in each team, profiling them and preparing them thorough their managers for future leadership and IJP forums Show less