Senior First-Line Manager - L1

Do:

1. Management of daily activities of a team
2. Experience in Data Analyst experience
3. Ensures achievement of all system, team and individual Customer Service goals and standards
4. Manages Key performance indicators
5. Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities
6. Responsible for administrative aspects including reporting
7. Superior communication (oral, written), presentation, and interpersonal skills
8. Demonstrated ability to develop and implement process enhancements including technology and performance
9. Ability to plan, prioritize, organize and communicate with client
10. Proficiency in , Work-force management applications, Quality tools and technologies,
11. Experienced in goal-setting (defining and prioritizing specific, driving objectives), Managing escalations.
12. Ensure 100% Error Feedback for Critical, Major and Minor Errors to be shared by all mentors
13. To ensure the Quality Scores are met at all times for the workflows mapped to the respective OJT Leads
14. Coordinate with delivery managers and the L&D POC to plan sessions
15. Drive completion by following with respective leads and managers.