Role/Responsibility

•Manage teams and ensure SLAs are met including demand and capacity management  

•Review/generate reports to monitor performance

•Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements

•Provide coaching and feedback to team members to enable them to improve their performance 

•Assist new hires such that they are productive on the floor in the shortest possible time frame

•Handle customer, employee and internal partner escalations

•Provide inputs on process and system to the team members

•Client Interaction  , where required at the level of supervisors including timely response to DCA (Disability Customer Advocate) inquiries 

•Ensure compliance with internal policies and procedures, external regulations and information security standards  

•Firm understanding of the FML policies and procedures and can articulate processes in customer interactions

•Ensure that all agents in their process know their goals and how they are linked to the Organization’s quality policy

•Motivate team members, anticipate staffing needs, acquire talent for the future, develops talent (Identify High potential resources) and    manage attrition

•Provide coaching and feedback to team members to enable them to improve their performance to raise individual and organizational capabilities 

•Effectively manage research/resolution/follow-ups for closure of open items

•Build relationship with Onshore Management to ensure a “one-team approach”.