Process Leader
- Firstsource
- 8 - 12 Years
- Mumbai
- 2 years ago
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Job Description
Job DescriptionProcess Leader - (21006569)
Description
- Leads a team of 12- 15 associates and motivates them to achieve the team SLA / Targets set by the client / Operations
- Ability to achieve KPI's and SLA's set by the clients with strict adherence to Quality parameters
- Ability to supervise and monitor associates to daily productivity, ensure accurate processing of transactions assigned, ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing
- Maintains reports of day to day activities, strong organizational, planning and analytical skills
- Basic arithmetic and statistical skills for analysis of data and generation of reports
- Conflict management skills
- Multi Tasking - Requires to be able to manage employees working on Calls, Emails, Chats, Data entry & reports simultaneously
- Eye for detail
- Handles any escalations that an advisor is unable to handle, solves process related queries and handles grievances
- Monitoring Team's Performance & Shrinkage and coaches them to enhance their performance
- Prioritizes and assigns work to associates and initiates corrective measures to resolve day- to- day work related problems including scheduling or break management as necessary
- Organizes daily/weekly team meetings to update the associates on any process changes, quality issues and team SLA's
- Contributes towards Retention & Low Attrition numbers
Primary Location: India-Maharashtra-Mumbai
Work Locations: Mumbai - Paradigm
Employement Category:
Employement Type: Full timeIndustry: ITES
Functional Area: Customer Service
Role Category: Team Leader
Role/Responsibilies: Process Leader
Contact Details:
Company: Firstsource solutionsLocation(s): Mumbai
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