1. Demonstrated ability to effectively manage a team.
2. Must Know AHT, Attrition, Shrinkage, YTD/MTD ETC.
3. Expert knowledge of Operations processes and supporting tools.
4. Monitoring customer interactions and providing timely feedback.
5. Conducting quality audits on weekly basis. Studying the team data to analyze and drawing trends.
6. Drawing up action plans for the advisors requiring coaching or development
7. Tracking attrition and performance regularly. Providing updates to OPS Manager regularly with respect to the performance of the team and any issues faced by them. Initiating CAP/DAP as required.
8. Monitoring team performance. Enable development opportunities for team through participation in various initiatives.
9. Prepare development plans for team members and track their implementation.
10. Answering queries raised by the team. Interaction with client on need basis for delivery.
11. Preparing reports, incentive sheet, etc. Identifying process gaps and collaborates with the Client to formulate solutions. Strong written and verbal communication skills; appropriately communicates with all levels of customers from assistants to Sr. Executives. Strong customer service skill.

Role: Customer Success, Service & Operations - Other

Industry Type: BPM / BPO

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Customer Success, Service & Operations - Other

Education

UG: Any Graduate

About company

Globiva is a rapidly expanding Indian BPM/BPO firm, with a strong focus on digital transformation, high-quality client delivery, and omni-channel service offerings. Its growth reflects in expanding employee headcount, certifications, and customer wins. While internal culture is praised, compensation and career progression are areas for improvement .Globiva is a swiftly growing Indian BPM/BPO firm rooted in digital transformation and multi-channel customer service excellence. With strong leadership, robust service offerings, and international ambitions (especially in the US/UK), they stand out in the BPM space. However, internal employee feedback suggests room for improvement in compensation and career progression.