Key Responsibilities Responsibilities Operational Monitor performance of staff in the Service Centre and ensure conduct of trainings for regular staff, PDAs, etc. in line with the training programmes designed centrally Ensure adequate manning in terms for full-time employees, PDAs etc Generate and maintain MIS related to the service center People . Provide direction, guidance and support to employees to help them discharge their duties effectively 3. Key Result Areas and Key Performance Indicators S. No Key Result Areas Key Performance Indicators 1. Drive service quality and excellence % Adherence to committed pick-up timings: Regular pickups Cash pickups) . Timely connectivity of outbound loads to the Hub (% compliance) . Ensure accuracy in data capture (% compliance) . Achievement of target NPS Scores for the service center 2. Drive Operations Process Efficiency and capability % increase in operational productivity in the service center AWBs/ outbound FTE 3. Ensure Performance Driven Culture . Adherence to Performance Management system timelines and guidelines