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Team leader Operations @ Cross Country Infotech

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 Team leader Operations

Job Description

The Team Leadis responsible mainly for meeting all client SLA. He/she should have a properunderstanding of the company policies in terms of integrity, compliance, flooretc. He should have good task and team management skills.
Detailedduties and responsibilities:
Responsible for managing team of associates.
Independently handle, assist the customer to determine problemsand provide resolutions on any customer care issues & service problems,coordinate escalations, assess customerneeds.
Motivating associates through effective management, careerdevelopment & implementation of reporting mechanisms.
Liaison with other areas of the company affecting technicalsupport. One on One Relationship management
Analysis of reports including process dashboards, team performancereports, initiating appropriate action plans & initiate trainings.
Manage attendance & attendance incentive for the team.Managing periodic shift level projects/initiatives & responsible for theadministrative aspects of the group/shift.
Capable of handling client escalations
Mentor and assist new hires
Should have experience in handling a voice business
Develop and maintain good relationship with key customerstakeholders
Conduct respective Team Huddles/Meeting/One on One&feedback sessions.
Managing team attrition and developing career pathing for teammembers.
Handling escalation calls when required.
Ensure compliance to floor & company policies.
To update oneself with changes in the process flow or changes inthe company and/or floor policy
Expected to participate in any process improvement initiativesstarted in the process
Requirements
- Ability tocomprehensively communicate with internal customers, colleagues and superiors,both face to face and via telephone
- Self-drivenand precise work approach
- Highlyself-motivated to achieve high standards in both quantity and quality.
- Integrity anddesire to comply with all legal and moral standards
- Serviceoriented and customer focused
- Ability to prioritizetasks appropriately and recognize when issues need escalation
- Teammanagement & Performance Management skills.

Job Classification

Industry: Software Product
Functional Area / Department: Customer Success, Service & Operations
Role Category: Operations Support
Role: Operations Support - Other
Employement Type: Full time

Contact Details:

Company: Cross Country Infotech
Location(s): Pune

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Keyskills:   Relationship management Administration Career development Team management Performance management Compliance Process improvement Team Leader Operations Healthcare Technical support

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Cross Country Infotech

Cross Country IndiaSituated in the heart of Pune, Cross Country Infotech Pvt. Ltd. is an Information Technology company that provides innovative IT solutions to the family of Cross Country Healthcare companies in the United States Our solutions help Cross Country Healthcare connect the r...

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