Process Associate
TCS
2 - 6 years
Delhi
Posted: 02/05/2025
Job Description
| Job Description • Managing the team leaders to deliver to KPIs, by regular team meetings, floor walks, daily tracking and monitoring of performance against targets,ensuring the team have the appropriate training, skills and knowledge to be able to provide best quality monitoring on every occasion, and are motivated to deliver against challenging standards of service targets. Manage the work of the team to ensure that timeliness and quality is the underlying principle of all process under their control, and to ensure that the team works within their job descriptions and adheres to relevant policies, processes and controls. This includes reviewing call monitoring and Quality. Effective performance management of team and individuals to ensure Key Performance Indicators, targets and objectives are met. Provide feedback, support and guidance where necessary. Lead, Coach and Support the effective performance of the Team to provide a level of service to both internal and external customers that ensures first class customer focus and delivery (including first line management of employee attendance, appraisals, performance, discipline and grievance – instigating/conducting informal & formal measures when appropriate). Resolve conflict maintainng team credibility, including handling escalated queries/complaints. Make full use of systems to progress decisions that are right for the customer, profitable to the company and the performance of the team. Preparation of management reports and information, utilising and developing alternative/improved methods of gathering information, to allow more effective reporting |
About Company
Tata Consultancy Services (TCS) is one of the largest multinational IT services and consulting companies in the world, headquartered in Mumbai, India. It operates in over 50 countries and is a part of the Tata Group, India's largest business conglomerate. TCS offers a wide range of services including software development, consulting, digital transformation, and business solutions, serving industries such as finance, healthcare, retail, and telecommunications. Known for its global reach, technological expertise, and innovation, TCS is consistently ranked among the top IT services companies globally.
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