To be responsible for meeting productivity and SLAs as per agreed norms. , Process Adherence or Compliance , , , Team Attrition , Team Performance , Customer Orientation , (1.) The individual should demonstrate capability of delighting one s customers by focusing on their needs and ensuring that the customer perspective is the driving force behind all value-added business activities (2.) To consistently meet or exceed all agreed execution parameters as defined for the process. (3.) 1. Ensure Retention of team members is within the agreed norms.

2. To lead, motivate and develop teams so that they are motivated to meet new challenges. (4.) 1. To ensure complete adherence to AttendanceorLogin HoursorUnsched Leave for his spanor2. To ensure full deployment of performance management processes like Monitoring, Coaching, One to One, etcor3. To have regular reviews with team leaders

4. To maximize profitability and ensuring Quality standards (5.) 1. To formulate the Key Result Areas of the Team Leaders and Team Members

2. Conduct appraisals and feedback sessions with Team leadersorFTs and agents at regular intervals

3. Performance and SLA Management and ensure good customer satisfaction feedback from both internal as well as external clients