Job Title:
Team Leader, Operations
Job Description
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Role and Key Responsibilities:
Minimum 2 year s experience in an international voice process as a TL or AM on papers.
Responsible to meet all agreed client SLAs and performance parameters
Provide support to the team by acting as the first line of escalation for customer related queries in order to provide exceptional customer service
To embody the spirit of excellence through team building,able leadership and sound people management skills
Identify areas of concern and under performance and take corrective measures
Responsible for development of team members- team motivation, up-skilling- career development
Provide hands-on assistance, share information proactively and troubleshoot for the team in case of problems, both through direct intervention and mentoring
Single point of contact for the team and the senior management through effective communication on key deliverables
Ensure quality reporting and work with the Operation Manager to build a highly effective measurement and reward system based on data
Perform real time monitoring
Evaluate and coordinate operational, administrative, IT and HR issues for the team
Team specific attrition and absenteeism management
Team member performance management and identification of training opportunities
Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction.
Responsible for following agreed execution governance model, escalation & communication plans.
Manage overall personnel performance and discipline. Provide direction to staff, ensure resolution of problems.
Provide expertise and leadership in assigned functional area.
Identify and drive continuous improvement and initiatives in the process.
To ensure that all internal customer queries are followed up on a timely basis.
To be the Key contact for all problems and queries with specific business assigned.
Manage a team of 20+ executives.
Key skills and knowledge:
Strong oral and written communication skills
Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
Work well under pressure and follow through on items to completion.
Ability to lead team members, multi-tasking, prioritization, and meeting timelines of deliverables.
Ability to mentor, coach and provide direction to team members.
Willingness to work in US night shift schedule.
.E commerce Experience Preferred.
Education : Graduate
Disclaimer:
Location:
IND Mumbai - Symphony IT Park - Mumbai02
Language Requirements:
Time Type:
Full time
