Job Description

In these roles, you will be responsible for:

• Responsible for recruiting, training, mentoring, communicating job expectations, assigning tasks, planning, monitoring, appraising, reviewing contributions of team members and administering scheduling systems
• Provide Management Information System (MIS) and operational statistics to the management, and share team members performance reports with them regularly
• Prepare team members performance reports by collecting, analysing, summarizing data and trends
• Planning and implementing strategies and operations, improving systems and processes
• Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis of the team
• Responsible for developing, analysing, evaluating, delivering and interpreting projects key metrics. This includes presenting the metrics in an understandable and useable format for sharing with leadership

• Overall 4-6 years of experience with customer focus and customer service skills
• Excellent communication (written, verbal), listening, problem solving and people management skills
• Good understanding of Microsoft Office tools
• Analytical skills with experience in creating reports using data extracted from systems and tools
• Ability to analyse and understand data related to project performance, SLAs, productivity, rostering, quality etc. and prioritize and repivot as necessary
• Ability to manage key metrics for driving productivity and quality
• Experience in handling a team as a subject matter expert (SME) or process expert will be an added advantage
• Flexible to work in 24 x 7 environment

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