 Leads a team of 12- 20 customer service associates and motivates them to achieve the team’ SLA.

Consistently achieves all KPI's and SLA's set by the clients with strict adherence to Quality parameters.

 Floorwalks regularly for at least 5 ½ hours per day to supervise, coordinate, and monitor the activities

of customer service associates to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.

 Strong organizational, planning and analytical skills.

 Basic arithmetic and statistical skills for analysis of data and generation of reports.

 Problem solving skills

Key Performance Indicators

 Handles any escalations that an associate is unable to handle, solves process related queries and handles grievances.

 Listens to calls and coaches the team to enhance performance.

 Monitors the calls/chat taken by the associates and provides them feedback.

 Interacts with the quality team to seek feedback on the team’s performance and team quality scores.

 Conducts monthly and confirmation appraisals for the associates by 7th of each month and provide them feedback.

 Prioritizes and assigns work to associates and initiate corrective measures to resolve day- to- day work

related problems including scheduling or adjusting overtime requirements, break management as

necessary. Devises strategies to minimize attrition & absenteeism.

 Organizes training program for the associates.

 Interacts with other departments like HR and administration to develop and maintain effective rapport

and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements.

 Holds team briefing and de- briefings before and after each shift.

 Organizes weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs.

 Initiates and administers the rewards and recognition program for the team.

 Organizes the monthly team outings in coordination with the associates and the team members.

Experience

Required:

1-2 years of supervisory experience in healthcare campaign

Excellent knowledge of MS Office and especially 'Excel'.

Undergraduate/Graduate

Preferred: Min 1 year as Process leader/TE

Critical:

Good written and verbal communication skills & team management skills.

Mentoring, motivating skills and Coaching skills

Please refer to job description.