• Keeping the team and self-updated of all process changes/ process highlights, at all times

• Tracking agent/ team performance on quality, and working with the Quality and Training team to develop training schedules/ plans

• Identify potential mentor from the agents and groom them to take on higher responsibilities

• Build vintage in the team, by minimizing attrition/controlling attrition

• Ensuring the Service level adherence of close looping and with coordinating with the process owners

• Handled an inbound team for close looping of the complaints/requests with team of 20 agents

• Handling top level escalated complaint and analyzing the root cause and taking initiative to improve the process

• Looking after mystery audits of process in Service Recovery Department

• Understanding & Publishing of Accurate Ops Business & Quality MIS, Reports.

• MIS on any additional activities done to be published by the end of month.

• Ability to provide structured feedback from CSE's on any support that they may need to service the customers better.

• Action Plan to be shared on misses and best practices to be shared on hits monthly

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