Team Leader - Operations - Pune - AffinityX
- Affinity
- 5 - 8 years
- Pune
- 12 months ago
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Job Description
Job description
Roles and Responsibilities:
Ensure 100% adherence to client defined workflows and processes.
Manage multiple order queues, and assign orders to designers based on order type and complexity.
Ensure no orders are missed or aging between queues.
Oversee the daily processes, ensure timeliness and quality of output, with 100% compliance to quality, productivity and quality SLAs.
Continually strive to improve processes for better accuracy and efficiency.
Keep track of volume seasonality and balance capacity with load.
This role will be responsible for supervising, mentoring and motivating team members daily.
Create an inspiring team environment with an open communication culture.
Monitor team performance and report on metrics.
Conduct employee evaluations and other feedback mechanisms to identify areas of improvement and take proactive action.
Handle all administrative tasks for aligned span like assigning/approving leaves, training, assigning overtime, RCA, and reporting.
Personally coach, train, support and mentor team members to meet the client demands.
Share information and expertise with team members. Up-skill team to develop their careers.
Listen to team members feedback and resolve any issues or conflicts.
Identify capacity limitations & bottlenecks, and, process problems, analyze root causes and propose solutions bring about improvements in the same.
Respond to clients operational queries and instructions over various channels like chat and email in a professional and timely manner.
Consistently meet all KPIs and SLAs (on quality, productivity, and turnaround times).
Perform causal analysis on client reported escalations, define and execute action plans to correct and prevent error occurrences.
Candidate Profile:
Total 3 to 5+ years of experience as an Design Operations Team Leader or a similar role (relevant experience in a BPO / KPO).
Self-starter, independently driving result focussed activities.
Excellent working knowledge of MS Excel, Word, Presentation.
Hands-on experience in analysing data and reporting skills.
Excellent English comprehension skills to interpret client direction and expectations.
A high degree of accuracy and attention to detail.
Excellent at coaching, mentoring, and inspiring team members.
Proven experience as a Supervisor/Mentor or in a similar creative role.
Ability to manage a group of team members independently.
Incorporate feedback and take/give direction well.
Team player with strong communication and presentation skills.
MUST be open to working in the night shifts in a 24x7 work environment.
Critical thinker and problem-solving skills.
Individual contributor as well a strong team player.
Job Classification
Industry: BPO / Call CentreFunctional Area:
Role Category: Operations
Role: Operations
Employement Type: Full time
Education
Under Graduation: Any GraduatePost Graduation: MS/M.Sc(Science) in Statistics, M.Tech in Any Specialization, MCA in Any Specialization, MBA/PGDM in Any Specialization
Contact Details:
Company: AffinityLocation(s): Pune
Keyskills: Process Management Team Management Shrinkage SLA Management People Management
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