In these roles, you will be responsible for: Responsible for recruiting, training, mentoring, communicating job expectations, assigning tasks, planning, monitoring, appraising, reviewing contributions of team members and administering scheduling systems Provide Management Information System (MIS) and operational statistics to the management, and share team members’ performance reports with them regularly Prepare team members’ performance reports by collecting, analysing, summarizing data and trends  Planning and implementing strategies and operations, improving systems and processes Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis of the team Responsible for developing, analysing, evaluating, delivering and interpreting projects’ key metrics. This includes presenting the metrics in an understandable and useable format for sharing with leadership Required Skills for this role include: Overall 4-6 years of experience with customer focus and customer service skills  Excellent communication (written, verbal), listening, problem solving and people management skills Good understanding of Microsoft Office tools Analytical skills with experience in creating reports using data extracted from systems and tools Ability to analyse and understand data related to project performance, SLAs, productivity, rostering, quality etc. and prioritize and repivot as necessary Ability to manage key metrics for driving productivity and quality Experience in handling a team as a subject matter expert (SME) or process expert will be an added advantage Flexible to work in 24 x 7 environment