Firstsource jobs - Process Leader

·         Leads a team of 12- 20 customer service associates and motivates them to achieve the team’ SLA.
·         Consistently achieves all KPI's and SLA's set by the clients with strict adherence to Quality parameters.
·         Floorwalks regularly for at least 5 ½ hours per day to supervise, coordinate, and monitor the activities
·         of customer service associates to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.
·         Strong organizational, planning and analytical skills.
·         Basic arithmetic and statistical skills for analysis of data and generation of reports.
·         Problem solving skills