About this role
A4 to A5 Or P3 to P4 • Average PMI (last 6 months) /PMS rating 3 and above or last two PMS rating 3 and above (whichever applicable) • Min 2 years’ experience in the current role • No Warning Letter issued in the past 6 months • Mandatory E-learning courses certified wherever applicable
• Maintaining the agreed Service Level as per defined KPI • Maintaining the agreed Answering Level as per defined KPI • Maintaining the agreed External Quality Score as per defined KPI • Managing the Manpower & Assets Productivity • Managing the TL – CCE Span as per the agreement with client • Coordinate with support functions for recruitment/ on boarding/ training • Review performance at least once every month with the team • Documentation and compliance of ISO processes • Managing the Attrition% as per the defined KRA’s • Managing & further improving the CSAT Scores as per defined KPI’s • Maintain the L2 level manpower • Responsible for Controlling attrition • Analyze MIS reports; identify trends and take appropriate action on the same
Graduation