Roles and Responsibilities

• Responsible for the day-to-day supervision of the group of monitors and serves as a mentor and coach to a group of Supervisors.

• Ensure performance metrics achieved by providing adequate coaching, motivation and accountability of both associates and supervisors.

• Conduct Regular One-ones with direct reports to review individual performance and offer ongoing developmental coaching

• Identify performance related issues, develop an action plan for improvement, implement corrective actions.

• Stay current on internal work processes, policies and procedures.

• Schedule and organize team activities.

• Collaborate with US and India teams on process improvement activities .

• Motivating the team to achieve organizational goals.

• Maintain employee performance records, track and report on performance outcomes. Conduct periodical performance reviews.

• Delegate tasks and set deadlines, setting clear team goals.

• Identify training needs and organize coaching sessions for team members to maximize their potential.

• Ability to handle disputes and resolve any issues or conflicts.

• Recognize high performance and reward accomplishments.

• Ability to multitask.

• Attention to detail.

• Ensure optimal productivity and utilization of resources.

• Ownership and problem resolution.

• Leave management: ensure team is adequately staffed to handle the volumes for the day/week.

• Required to understand the strategic direction set by senior management, clearly communicate team goals, deliverables, and keep the team updated on change.

Qualifications

• Graduation

• Min 5 years of experience in operations, preferably inbound call center. And min 1 year experience in the role of Sr.Team lead or AM.

• Must have experience on schedule planning.

• Flexible for 24/7 shifts.

• Positive can-do attitude.

• Work well under pressure and follow through on items to completion.

• People management experience.

• Excellent communication skills both written and verbal.

Interested please reach out to shravankumar.nagapurla@pro-vigil.com