Role PurposeThe purpose of this role is to execute the process and drive theperformance of the team on the key metrices of the process. Do Ensure process is executed as per the client contractConduct briefings before every shift to drive focus on keymetrices and debrief at the end of the shift to drive focus of the teamon quality and adherence to contract compliance processesPrepare notes from the huddle meetings and share it with theteamPrepare and share the performance data of the team with theclient at the end of the shiftInteract with the client and prepare note to share updates andchanges with the teamReview the performance on the key process metrices and conductRCA to improve quality parametersPrepare presentation on weekly and monthly performance data forthe manager to be shared with the clientCollaborate and influence internal key stakeholders to manageand resolve issues to ensure fulfillment and flawless delivery ofprojectsBe part of the discussion between manager and WFM team onforecast and number of agents requiredOrganize fun hours on Friday for the team to promote teamengagementIdentify opportunities for automation within the account andshare it with the managerProvide details and data to the automation team to support theautomation initiative Drive performance of the team on the identified metrices ofthe process Review last 6-8 weeks performance data (RAG) and identify lowperformersProvide feedback and coach the outliers/ low performers toimprove their performance metricesPrepare Performance Coaching & Counselling Plan (PCCP) todocument and support the low performersHandhold the employees on performance on process and monitor forimprovementsIdentify training needs for new joiners especially and tracktheir daily progressConduct process trainings as well as refresher trainings areprovided to bridge the capability gap or if there is any change from theclients end Stakeholder Interaction & Management Coordinate with internal and external stakeholders to ensurecompliance and quality in the delivery for accountsInteract and engage with the client manager to communicate andupdate progress against account plan, project delivery etc.Participate in monthly review meetings with Account Deliveryleadership updating them on the status and progress of the accountWork with quality team to ensure the quality improvements as perthe delivery standards of the contractProvide timely assistance in case of an escalation and supportresolution of escalations/ issues Effective Team ManagementResourcingHire adequate and right resources for the teamTalent ManagementEnsure adequate onboarding and training for the team members toenhance capability & effectivenessBuild an internal talent pool and ensure their career progressionwithin the organizationManage team attritionDrive diversity in leadership positions Performance ManagementSet goals for the team, conduct timely performance reviews andprovide constructive feedback to own direct reportsEnsure that the Performance Nxt is followed for the entire teamEmployee Satisfaction and EngagementLead and drive engagement initiatives for the teamTrack team satisfaction scores and identify initiatives to buildengagement within the team