Job Description
Job Description:
* Meet Client and Organization objectives at a center and team level
* Observe individual transactions and monitor to find best practices and improvement opportunities
* Managing the floor ensuring consistency, adherence and discipline
* Participate in planning and execution of work for self and team
* Report performance and escalate problems
* Establish and maintain effective work procedures
* Review, assess and identify coaching & training needs to provide staff with necessary skills and knowledge
* Understand, communicate and implement strategic direction and leadership for HCL to ensure consistent and cohesive business objectives and to enhance customers’ experiences in both a regulated and a competitive market.
* Plan and monitor operations initiatives to improve the efficiency and effectiveness of the voice process
* Review and ensure processes are in compliance with internal policies and external regulations.
* Respond to escalated issues regarding performance and quality.
* Coordinate, participate, and/or manage multiple projects assigned by senior management, providing input on operations related matters.
* Interface and coordinate with various stakeholders
Behavioural Competencies:
1. Excellent leadership and motivational qualities
2. Exce...