? Manages tea-----------mbers in the day-to-day performance of work, provides leadership and coaching
? Performs transaction monitoring to ensure client's service quality is consistently achieved in accordance to service level standards set
? Identifies areas of improvement and to be able to introduce new structures and improved processes as required
? Fosters team discipline, communication and morale to strengthen teamwork within the team
? Works with clients and execute service recovery actions resulting from service shortfall
? Collates and reports the agreed statistics (in their respective job scope) on a daily, weekly and monthly basis
? Takes customer calls not limited to escalations to ensure continuous familiarity with basic operations and queries
