Job Description
Drive overall performance and manage the process. Responsible for supervisory support through transaction monitoring and delivering results as per Service Level Agreement targets / timelines. Produce reports to gauge process performance. Steer process meetings / calls to a logical conclusion.
Responsibilities
Process performance – as per agreed KPI’s.
- Attrition - as per agreed KPI’s.
- Quality and productivity Improvement - as per agreed KPI’s.
- Customer Satisfaction - as per agreed KPI’s.
- Level of subject matter expertise - as per agreed KPI’s.
Any other essential function that may occur from time to time as directed by the Operations Manager
- Performance parameters
- Process performance – as per agreed KPIs (60%)
- Quality and productivity Improvement (20%)
- Level of subject matter expertise. (20%)
Role/ Responsibilities:
- Manage the proc...