Team Lead Operation - Back Office
- HCLTech
- 4 - 8 years
- Lucknow
- 5 months ago
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Job Description
Designation - Senior Team leader Operations.
Years of Experience - 4+ Years
Roles & Responsibilities:
1) Hands on experience in Data Entry activities
2) Resolve process discrepancies and provide appropriate resolution
5) Excellent knowledge of MS Office applications
6) Good Accounting Knowledge
7) Drive identified projects / Lean six sigma initiatives within the process
8) Excellent communication & interpersonal skills
9) Responsible for maintaining overall SLA and KPI of the team
Skills Required:
1. Conversant with Data Entry and Validation best practices & other methodologies
2. Good at managing all the complex situations at ease
3. Team handling Capabilities / Demonstrate leadership
4. Ability to work under pressure, priorities, and Multitasking
5. 2+ Years of team handling experience preferred.
Designation - Senior Associate-Quality
Years of Experience - 4+ Years
Roles & Responsibilities:
1. Responsible for transaction monitoring, agent coaching, and data analysis focused on multiple client metrics.
2. Assess multiple client performance metrics to drive quality initiatives and project manages suitable solutions internally within the organization cross functionally.
3. Review key drivers, metrics, and operational processes (New Hire performance, process defects, etc.) that drive Balanced Scorecard and impact account profitability.
4. Ability to project manage Root case analysis findings and recommended changes cross functionally within Operations, Training and Recruiting.
5. Participate in regular ongoing client business reviews.
Skills Required:
1. Excellent communication, written and interpersonal skills
2. Good Understanding of Quality Function and should have good working experience in Quality functions in previous roles
3. Experienced and effective in conflict resolution and relationship management
4. Must be highly organized and detail-oriented with the ability to handle multiple priorities and complete tasks/projects to meet specified deadlines
5. Good knowledge of MS Office applications and advanced excel
Designation - Senior Associate-Training
Roles & Responsibilities:
- Create content for trainings
- Responsible to facilitate new hire training, performing training needs analysis, coaching, conducting performance evaluation of trainees
- Create and deliver refresher training to the team on an ongoing basis
- Create and update Knowledge base (KB)
- Coach agents individually
- Provide reports on news, trainings, coaching and floor situations
- Work closely with client and internal teams to develop new or update existing training content periodically
- Have excellent understanding of same/similar workflow
Skills Required:
- Good Communication and Written Skills
- Have experience working as an Agent in same/similar workflows
- Preferably have previous experience in QA roles
- Excellent time management skills and the ability to prioritize work accordingly
- Ability to adapt to a fast-paced environment and changing criteria/workflows
- Ability to effectively interact and collaborate across functions and levels
- Prior experience in retail consumer goods industry is an added advantage
Shift - Candidates need to be comfortable working in 24/7 shift environment.
Work Location - Lucknow
Kindly note there is no cab facility provided.
We require candidates with BPO /KPO/ITES experience.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Back OfficeRole: Back Office OperationsEmployement Type: FreshersContact Details:
Company: HCLTechLocation(s): Lucknow
Keyskills: Training Back Office Operations Invoice Verification quality Accounting SLA Management
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