About the role
Training:
- Manage new-hire batches, team bonding, schedules, and attendance/MIS.
- Keep training material updated and ensure awareness of quality parameters.
- Assess learning progress, provide feedback, and report gaps to the Manager.
- Coordinate ID creation and supervise batches during floor transition.
- Identify skill gaps and conduct refresher training for existing teams.
Operations:
- Manage a team of 15–20+ associates, including attendance, MIS, coaching, and training.
- Ensure timely customer service and accurate customer documentation.
- Handle written correspondence and coordinate client/policy updates with operations.
- Communicate effectively with UK-based customers and route cases appropriately.
- Analyze customer requirements and process cases accurately.
- Achieve unit targets for efficiency, service levels, and attrition.