• Demonstrated ability to effectively manage a team.
• Must Know AHT, Attrition, Shrinkage, YTD/MTD ETC.
• Expert knowledge of Operations processes and supporting tools.
• Drawing up action plans for the advisors requiring coaching or development
• Tracking attrition and performance regularly. Providing updates to OPS Manager regularly with respect to the performance of the team and any issues faced by them. Initiating CAP/DAP as required.
• Monitoring team performance. Enable development opportunities for team through participation in various initiatives.
• Preparing reports, incentive sheet, etc.

Role: Customer Service

Industry Type: Management Consulting

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Customer Success, Service & Operations - Other

Education

UG: Any Graduate

PG: Any Postgraduate

About company

Globiva is a rapidly expanding Indian BPM/BPO firm, with a strong focus on digital transformation, high-quality client delivery, and omni-channel service offerings. Its growth reflects in expanding employee headcount, certifications, and customer wins. While internal culture is praised, compensation and career progression are areas for improvement .Globiva is a swiftly growing Indian BPM/BPO firm rooted in digital transformation and multi-channel customer service excellence. With strong leadership, robust service offerings, and international ambitions (especially in the US/UK), they stand out in the BPM space. However, internal employee feedback suggests room for improvement in compensation and career progression.