＞＞ Manages a team of up to 50-100 plus associates
＞＞ Be responsible for mastering the product domain and process knowledge
＞＞ To drive team consistently meet various SLA and any other client requested targets, meet internal operational and utilization targets, adhere to all deadlines and handle escalation as necessary
＞＞ To manage SLA, team utilization, and client visit during peak and non-peak seasons and ensure client satisfaction.
＞＞ Monitor product performance against key business metrics like Productivity, Accuracy, Project Baseline Targets, Quality Score, QC Accuracy, Staff Utilization etc.
＞＞ Accountable to provide timely and efficient service to clients; review the operations and take proactive measures to avoid escalations, ensure team understands how to allocate resource to support operation, how to leverage resources to address issues, and delegate workload across the leadership team.