Shift Manager – Roles and Responsibilities
Operations
• Shift Handover Process should be adhered to without any defect
• Constant Operational updates are provided to the Program Management
• Ensure Internal/External Escalations are followed for all Processes
• Ensure Process compliances to be above 90% in all processes.
• Ensure Shift Rosters are planned effectively.
• Ensure Team spirit, morale of the team is kept well motivated with constant interaction.
• Ensure attrition is kept at manageable levels between 25% - 30%.
• Maintain an updated Knowledgebase
Incident Management
• Incident Queue Management.
• SLA Compliance are met.
• Handling Escalations and RCA.
• Proactive approach towards aging transactions.
• Ensure Zero escalation due to non-responsiveness.
Problem Management
• Ensure proper Problem Management is carried out for recurring
Regards
vatsav
sreevatsava@avyayh.com
9790931581
