Hiring Team Leader / AOM
- Provana
- 5 - 10 years
- Noida, Gurugram
- 3 years ago
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Job Description
Position: Team Leader Operations/ AOM/DOM
Location: Provana India Pvt Ltd, A-5, Noida Sector - 6
Work Experience/Knowledge
- 2+ years of international process experience as a Team Leader is a must.
- Must be comfortable on the Night Shift
- Overall 5+ years of experience in international US Back-end/ Billing/ Invoice
- Experienced in CSAT, NPS & Attritions
- Excellent Communication Skills Key
Responsibilities / Duties:
- Ensure the capability of the team is sufficient to fulfill operational needs.
- Further, develop the team's capabilities, encourage the coach, and mentor the team.
- Prioritizing work, considering skills required, and estimating time to complete tasks. Assigning to appropriate team members and assisting them as necessary with the execution.
- Provide hands-on support to the team when and where required.
- Ensure that the ongoing operational needs of the team are matched by appropriate staff development.
- Focal/escalation point for issues.
- Ensure that all business-critical issues are escalated promptly to ensure that service level agreements and escalation procedures are met within agreed deadlines
- Act as the liaison between the team and Management
- Continuously monitor all outstanding incidents/requests and act appropriately to ensure that agreed standards are consistently achieved.
- Develop, implement, and ensure processes, procedures, and standards are followed.
- Establish parameters for and monitor work quality and performance metrics to review the team's performance to improve client service.
- Conduct root-cause analysis to identify issues and prevent future incidents.
- Qualification: Master/ Bachelors
- Other Benefits: Medical Insurance, Personal Accident Insurance & Term Life Insurance
Interested candidates can share their CVs at Vi********r@pr****a.com or Whatsapp resume on 9910901***
Job Classification
Industry: BPO / Call CentreFunctional Area: Role Category: Operations SupportRole: Operations SupportEmployement Type: Full timeEducation
Under Graduation: Any GraduatePost Graduation: Any PostgraduateDoctorate: Any DoctorateContact Details:
Company: ProvanaLocation(s): Noida, Gurugram
Keyskills: Shrinkage Attrition Team Management insurance Service Delivery Management Process Management NSP billing international process operations performance metrics team leading invoicing invoice CSAT SLA Management Operations Management communication skills
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