.Role PurposeThe purpose of this role is to execute the process and drive the performance of the team on the key metrics of the process.Key ResponsibilitiesEnsure process is executed as per the client contract.Conduct briefings before every shift to drive focus on key metrics and debrief at the end of the shift to drive focus of the team on quality and adherence to contract compliance processes.Prepare notes from the huddle meetings and share them with the team.Prepare and share the performance data of the team with the client at the end of the shift.Interact with the client and prepare notes to share updates and changes with the team.Review the performance on the key process metrics and conduct RCA to improve quality parameters.Prepare presentations on weekly and monthly performance data for the manager to be shared with the client.Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects.Be part of the discussion between the manager and WFM team on forecast and number of agents required.Organize fun hours on Friday for the team to promote team engagement.Identify opportunities for automation within the account and share them with the manager.Provide details and data to the automation team to support the automation initiative.Drive performance of the team on the identified metrics of the process.Review last 6-8 weeks performance data (RAG) and identify low performers.Provide feedback and coach the outliers/low performers to improve their performance metrics.Prepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performers.Handhold the employees on performance on process and monitor for improvements.Identify training needs for new joiners and track their daily progress.Conduct process trainings as well as refresher trainings to bridge the capability gap or if there is any change from the client's end.Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts.Participate in monthly review meetings with Account Delivery leadership updating them on the status and progress of the account.Work with the quality team to ensure the quality improvements as per the delivery standards of the contract.Provide timely assistance in case of an escalation and support resolution of escalations/issues.Hire adequate and right resources for the team.Ensure adequate onboarding and training for the team members to enhance capability & effectiveness.Build an internal talent pool and ensure their career progression within the organization.Manage team attrition and drive diversity in leadership positions.Set goals for the team, conduct timely performance reviews and provide constructive feedback to direct reports.Lead and drive engagement initiatives for the team.Track team satisfaction scores and identify initiatives to build engagement within the team