Job Responsibilities: –
• Responsible for the overall operations of the team.
• Analyse and improve team process and workflow.
• Make data-driven decisions.
• Develop and maintain excellent client relationships.
• Conduct staff performance reviews; assess needs, cost/benefit analysis and other operational strategy assessments.
• Establish a high standard for productivity, quality, and customer service as well as define user guidelines.
• Leverage customer feedback to drive improvement and efficiency within the team.
• Implementing best practices for best quality as well as capacity utilisation.
• Should do RCA for each escalation to ensure non-repetition in future.
• Summarize, collect and analyse trends and data for publishing regular reports.

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