Operational

 Leads a team of 12- 20 customer service associates and motivates them to achieve the team’ SLA.

Consistently achieves all KPI's and SLA's set by the clients with strict adherence to Quality parameters.

 Floorwalks regularly for at least 5 ½ hours per day to supervise, coordinate, and monitor the activities

of customer service associates to ensure prompt, courteous and accurate response to customers;

ensure an efficient and qualitative operation through effective planning, leading, controlling and

organizing.

 Strong organizational, planning and analytical skills.

 Basic arithmetic and statistical skills for analysis of data and generation of reports.
 Problem solving skills

Key Performance Indicators

 Handles any escalations that an associate is unable to handle, solves process related queries and

handles grievances.

 Listens to calls and coaches the team to enhance performance.

 Monitors the calls taken by the associates and provides them feedback.
 Interacts with the quality team to seek feedback on the team’s performance and team quality scores.
 Conducts monthly and confirmation appraisals for the associates by 7th of each month and provides

them feedback.

 Prioritizes and assigns work to associates and initiate corrective measures to resolve day- to- day work

related problems including scheduling or adjusting overtime requirements, break management as

necessary. Devises strategies to minimize attrition & absenteeism.

 Organizes training program for the associates.

 Interacts with other departments like HR and administration to develop and maintain effective rapport

and to resolve issues and inquiries pertaining to policies, statutory compliances and administrativerequirements.

 Holds team briefing and de- briefings before and after each shift.
 Organizes weekly team meetings to update the associates on any process changes, quality issues and

team SLA and KPIs.

 Initiates and administers the rewards and recognition program for the team.
 Organizes the monthly team outings in coordination with the associates and the team members.

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 Experience Know-How
Required: Required: 1-2 years of supervisory experience Critical: Good written and verbal communication skills &
or 3-4 years of experience as an associate. team management skills.

Excellent knowledge of MS Office and especially 'Excel'. Mentoring, motivating skills and Coaching skills

Undergraduate/Graduate

Preferred: Min 1 year as Process leader/TE

Desirable: If any desirable skills please add.

Personal Attributes/Traits Competencies

• Collaborative & consultative • Business Foresight –Ability to strategize & demonstrate
• Socially confident deep business insight that helps identify & develop
• Achievement oriented strategic opportunities
• Creative • Influencing
• Analytical • Managing Transformation – Ability to work and lead
• Communicative transformations in a dynamic environment
• Fostering partnerships with internal and external
stakeholders
• Working across boundaries – collaborative working
towards a “One Firstsource” identity
• Decision making and problem solving skills
• Driving Excellence
Hanum
Reviewed By: Date: 2 Feb 2018
Merchant
Hanum
Approved By: Date: 2 Feb 2018
Merchant
Same as
above as
the JD is
same for all
Last Updated By: Date/Time:
Comcast
TL/Team
exe
requirement

Firstsource ©2017 | Confidential | August 22, 2019 | 2 www.firstsource.com