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months\nMandatory E-learning courses certified wherever applicable\nResponsibilitiesAdministratively manage a team & monitor their performance\nMotivate and recognize team members through implementation of the R & R programs\nAnalyze various reports to enhance productivity\nImprove quality of service and increase client delight\nPrepare and submit periodic reports of Team performance and should identify the gaps/scope of improvement (if Targets are not met).\nRostering and Scheduling of agents as per Process requirement\nProvide end-to-end resolution by taking ownership and doing follow-ups\nTo ensure required login hours of the team to meet the volume of work.\nTo ensure all the members of the team are equipped well to handle customer’s queries.\nTo meet the Team targets like AHT, Quality score, CSAT Etc.\nTo plan, prioritize and delegate work tasks to ensure proper functioning of team.\nImprove the retention of employees\nEnsure that both client and end customer gets the right kind 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