·        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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