• Monitor Team Performances
• Identifies behavioral/attendance issues using the prescribed performance management
• Provide coaching and feedback
• Real time check of calls delivered and Site AHT
• Maintain SLA of the SITE
• Monitor Site Absenteeism
• Provide Support of the other teams when the manager is out of the office
• Assist management with hiring processes for validation
• Handling Client Escalations
• Assigned to mentor new Team Leaders
• Resolved Escalated customer issues communicate all process and client demands to direct reports within specific timelines.
back office stuff which includes excel file.
– Data Entry
– Email Management