Job Description

Responsible to manage a team of 25 ERC employees.(Inbound Process)
Drive the implementation of the performance measures for the team.
Performance Management, Review & Training Needs identification for team members.
Track attendance & leave management of the team - Daily/ Weekly respectively (Roster & Attendance Management).
Conduct team meetings periodically
Conduct one on one with team members (weekly/fortnightly).
Conduct daily huddles and document huddle activities with action plans.
Ensuring Quality Analysis (QA) action plan closure
Handle escalated and unresolved issues (eg Vehicle Busy Cases etc).
Call monitoring and feedback Sessions (minimum 5 evaluations per Associate per month).
Provide coaching/feedback & develop action plan for team members per the Performance Management Process/ Policy.
Provide feedback to Operations Manager on the performance of team members - Weekly/ Fortnightly/ Monthly.
Provide support by taking initiatives like training, taking calls for 2 hours every day, organizing employee engagement events, process presentations, quality initiatives etc.
Achieve minimum thresholds (as set by the process) on Process Knowledge Test (PKT) monthly
Abide/adhere to ERC Floor policy, ERC process guidelines, HR Policies
Abide by the reporting requirements for the National Team and the specified Timelines thereto if any
Optimal Email Management

Required Candidate profile:

Excellent written and verbal communication

Excellent knowledge of MS-Office software

Team handling experience

Maturity and leadership skills are prerequisite for the position

Efficient, Able to deal in difficult situation, Self-motivated.

Candidates must be willing to work in shifts i.e.3 Shifts