• Assigning projects to CS team members based on workload• Weekly/Monthly call with clients to discuss projects and challenges, and share report on projects launched during that period • Creating bids and proposals for expected projects and sharing feasibility/cost• Setting up and implement strategy for successful completion of new and on-going projects to be delivered on time, on budget and on scope • Project delivery timelines, effective sample plans, identifying project risks and developing risk mitigation plans, and managing changes in project scope and providing alternate solutions• Managing all post-delivery project needs including confirming project close with key stakeholders, preparing invoices, debriefs and creating rebound opportunities, and assuring client satisfaction.• Participation in Sale’s calls and meetings; understanding pipeline of existing opportunities and effective investigating and up-selling• Training of new hires, and mentorship

• Working on business reviews (WBR, MBR & QBR)• Quality Lead, handling QA team and quality reports• Monitoring team performance and report on metrics• Attrition and Shrinkage planning/control• Discovering training needs and providing coaching to improve quality• Working on ad-hoc request and planning deliverables• Providing insights from website QC & data analysis• Working on Daily/Weekly/Monthly client reporting’s

• Handling customer escalations and providing appropriate solutions• Coordinating with next level team (L2) for support to close customer escalations at the earliest• Working on TAT repot for branch • Managing front end operations and staff planning • Taking care of all the supervisor’s task in absence of center manager