Customer Service Domestic Voice Lead-BPS

1. Position Objective  The incumbent would be part of the team and the primary responsibility will be to take care of day to day work allocation to CSA’s interacting with client, attending Client calls and other important meetings, Conduct Weekly, SMR, Project Review, Daily Team meetings, etc., Passing on the process updates to the team members, Maintaining Weekly reports, Daily reports and interacting with the process manager and the team to improve the process. 2. Business environment  Vertical : Operations  Scope: Customer Service 3. Organization chart  Reporting To: Asst / Deputy Manager  Reportees (if Any): 18 – 20 CSA’s 4. Principal Accountabilities & Responsibilities R Responsible” The Doer” - The individual(s) who actually do the job. The degree of responsibility is defined by the accountable person. Responsibilities can be shared. A Accountable “The Buck Stops Here” - The individual who is ultimately accountable - their neck is on the line if the job isn’t done! They have the power of veto. Only one ‘A’ can be assigned to an activity or decision. They can delegate the ‘R’ (or choose to do them) C Consulted “In the Loop” - The individual(s) who need to be consulted prior to a final decision or action being taken. This is TWO-WAY communication. Consulted may not have a direct part in the task but is impacted by its completion. Their input may be necessary. I Informed “Keep in the Picture” - The individual(s) who need to be informed after a decision or action is taken. This is ONE-WAY communication. Input from the informed party is not necessary - but they will need to know. They may be required to take action as a result of the outcome.