Operations Performance Lead

Responsibilities

• Drive Performance - Team mentoring & coaching individual associates who may fall below desired performance
• 1st Level Escalation Handling - handle issues that cannot be resolved by agents
• Lead, coach, develop, drive and manage the team as a whole and as individuals and have the ability to make decisions.
• Regularly updating oneself with changes in the process flow or in the company and/or floor policy
• Monitoring and ensuring closure of daily/weekly and monthly deliverables
• Managing SLA, Daily Reporting, Agent's leave planning
• Maintain a strong knowledge of products and services for customers that we are servicing
• Monitor random transactions/cases to improve quality, minimizing errors and track operative performance
• Continuously contribute towards process improvement
• Good communication (oral, written), presentation, and interpersonal skills
• Can generat...