MetLife

Manage teams and ensure SLAs are met including demand and capacity management

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Review/generate reports to monitor performance

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Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements

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Provide coaching and feedback to team members to enable them to improve their performance

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Assist new hires such that they are productive on the floor in the shortest possible time frame

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Handle customer, employee and internal partner escalations

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Provide inputs on process and system to the team members

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Client Interaction, where required at the level of supervisors including timely response

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Ensure compliance with internal policies and procedures, external regulations and information security standards

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Firm understanding of policies and procedures and can articulate processes in customer interactions

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Ensure that all agents in their process know their goals and how they are linked to the Organization’s quality policy

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Motivate team members, anticipate staffing needs, acquire talent for the future, develops talent (Identify High potential resources) and manage attrition

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Provide coaching and feedback to team members to enable them to improve their performance to raise individual and organizational capabilities

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Effectively manage research/resolution/follow-ups for closure of open items

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Build relationship with Onshore Management to ensure a “one-team approach”.