Manager
Published date: 2026/11/10
- Location: Pune, Maharashtra, India
Primary Responsibility
Run client operations and responsible to drive process KPI SLAs
People Management & Drive Process Improvement .
Performance Parameters
(Measurable)
• Employee Satisfaction, people development and morale. ( 25%)
• Attrition within target levels. (25%)
• Improvement in quality and productivity. (20%)
• Process performance – as per KPIs over the month. (20%)
• Customer Satisfaction. (10%)
Role/ Responsibilities
• Manage teams and ensure quality and productivity targets are met
• Develop strategies on the floor for reducing attrition and improving employee satisfaction. Stay in touch with people and have the pulse of how they think and what needs to be done to influence them.
• Documented monthly performance review of Agents and Assistant Managers.
• Conduct quarterly and annual appraisals of Agents and Assistant Managers and consequently make development plans for them. Appraise Agents based on evaluation of metrics performance and of non-metrics based...
Run client operations and responsible to drive process KPI SLAs
People Management & Drive Process Improvement .
Performance Parameters
(Measurable)
• Employee Satisfaction, people development and morale. ( 25%)
• Attrition within target levels. (25%)
• Improvement in quality and productivity. (20%)
• Process performance – as per KPIs over the month. (20%)
• Customer Satisfaction. (10%)
Role/ Responsibilities
• Manage teams and ensure quality and productivity targets are met
• Develop strategies on the floor for reducing attrition and improving employee satisfaction. Stay in touch with people and have the pulse of how they think and what needs to be done to influence them.
• Documented monthly performance review of Agents and Assistant Managers.
• Conduct quarterly and annual appraisals of Agents and Assistant Managers and consequently make development plans for them. Appraise Agents based on evaluation of metrics performance and of non-metrics based...
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