Team Supervision & Leadership,Performance Management

Monitor KPIs (Key Performance Indicators) such as AHT (Average Handle Time), QA scores, CSAT (Customer Satisfaction), etc. • Analyze team performance data and create reports. • Develop and implement action plans for underperforming agents or teams. • Conduct performance reviews and appraisals.

Identify skill gaps and recommend or provide training. • Support new hires with onboarding and nesting. • Develop training materials or job aids as needed. • Coach team leaders on leadership and operational excellence.

Oversee daily operations of multiple teams or a large team. • Ensure all agents or team leaders meet performance targets and SLAs (Service Level Agreements). • Mentor and guide Team Leaders and frontline agents. • Handle escalations that team leaders or agents cannot resolve.

Prepare and submit daily, weekly, and monthly performance reports to Operations Managers or Clients. • Track attendance, attrition, and productivity. • Ensure compliance with company policies and account-specific guidelines.

Monitor calls, chats, or tickets to ensure quality. • Drive continuous improvement in processes for better customer experience. • Initiate root cause analysis for recurring issues or complaints.

Maintain regular communication with clients to ensure satisfaction and loyalty. Understand client needs and preferences to provide personalized support and solutions. Act as the primary point of contact for any billing, collection, or account-related inquiries Respond promptly to client concerns regarding invoices, payments, or discrepancies. Investigate and resolve issues efficiently while keeping the client informed. Escalate unresolved matters to higher management if necessary, ensuring client satisfaction is maintained. Coordinate internally with sales, operations, and finance teams to resolve client issues. Share client feedback and insights to improve services, processes, and client satisfaction. Provide updates to management on client accounts, potential risks, or opportunities for improvement Identify opportunities to strengthen client relationships, such as additional services or payment plans. Follow up after collections or issue resolutions to maintain trust and goodwill. Ensure consistent, professional, and courteous interactions at all touchpoints.

Collaborate with Workforce Management (WFM) for schedule adherence and forecasting. • Approve leaves, shift swaps, and monitor schedule compliance.

Experienced in generating operational reports, analyzing performance data, and presenting insights.

Expertise in handling escalations, improving customer satisfaction, and managing client expectations.

Strong interpersonal and presentation skills for effective internal and client communication.

Generate invoices accurately and timely for products or services rendered.Monitor accounts receivable and identify overdue accounts. Follow up with clients/customers through calls, emails, or letters for payment collection.Prepare accounts receivable reports including aging schedules, collection status, and outstanding balances.

Foster a positive team culture and high morale. • Handle employee concerns or conflicts with empathy and professionalism. • Organize team-building activities and recognition programs.