523 Attrition Jobs - Page 21

Job Opening: Team Lead Salary: Upto 25 CTC Experience Required: 1 to 2 years Work Days: 6 days Education: Graduated Roles & Responsibilities (Team Lead): Supervise and guide a team of customer service representatives Monitor team performance and ensure achievement of daily/weekly targets Provide coaching, feedback, and support to improve individual and team performance Resolve escalated customer issues and ensure a high level of customer satisfaction Prepare performance reports and share insights with management Maintain team morale and handle staffing and scheduling needs Eligibility Criteria: Prior experience in team handling, preferably in a BPO or customer service environment Strong leadership, communication, and problem-solving skills Ability to motivate a team and work under pressure Freshers with leadership potential and strong communication skills may also be considered

Role & responsibilities Minimum 1 year of experience as Team Lead with overall 4 to 5 years of experience. To motivate, develop and mentor team members in a dynamically changing environment Track and monitor KPIs as per Project requirement Assist in scheduling and coordinating team activities Answer operations related queries from the client and internal stakeholders Drive process performance to achieve and exceed SLA deliverable To create a conducive and stimulating environment for the teams to accomplish their goals Manage expectations of his team members and proactively should be able to sense their needs Represent the organization and participate in client visits and reviews Accountable of team and process performance Good communication and Email writing skills Provide inputs on process changes and best practices Process management

Roles and Responsibilities Manage day-to-day operations of the team, ensuring efficient call handling, shrinkage control, and attrition management. Oversee AHT calculation and reporting to ensure accurate tracking of agent performance. Develop and implement strategies to reduce shrinkage rates and improve overall operational efficiency. Lead by example, setting high standards for quality assurance, customer service excellence, and teamwork. Collaborate with other departments to resolve issues related to scheduling, training, or process improvements. Desired Candidate Profile Overall 9 years of experience 2 Years as Manager OPS in BPO/Call Centre environment with a focus on Operations Management. Strong understanding of AHT calculation principles and ability to analyze data effectively. Excellent leadership skills with experience managing teams towards achieving targets such as Shrinkage & Attrition reduction.

Basic Section No. Of Position 1 Grade 9 Level Manager Organisational BUSINESS Apparels BUSINESS_UNIT-1 Madura Clothing BUSINESS_UNIT-2 Madura Clothing BUSINESS_UNIT-3 Madura Clothing DEPARTMENT-1 Human Resources Country India State Andhra Pradesh Worksite Hyderabad Industry -- Function Human Resources Skills Skill Human Resources Minimum Qualification Post Graduate CERTIFICATION No data available About The Role DesignationArea HR Base Location: Hyderabad Minimum Qualification Post Graduate Preferred Years of Experience: 1-4Years Preferred Skills: Experience in Retail HR and Employee Grievance handlingFlexible to Travel Key Result Areas Financial Controlling manpower cost Maintaining percentage of salary to NSV Keeping a cap on salary cost of entry level Reducing consulting cost Sourcing people in house Controlling cost Customer Avoiding external hiring of Store Managers and Asst. Store Managers to enrich the internal talent Identifying potential employees and training them for higher promotion. Proper adherence to training calendar Employee Satisfaction survey on various parameters (Retail Vibes). Form action plan based on areas of improvement. Employee Engagement Internal Processes Quarterly Appraisal System and feedbacks Recruitment- Giving Job Requirements Selected based on requirements On boarding done under Adecco Confirmation HR Promises Minimum TAT duration Ensuring salary on time ID cards, employment letter, offer letter, insurance card on time. Performance approvals are done on time F&F Closures Controlling Attrition Career management Learning and growth Spending time on growth and development Learning and implementing new things Handling at least one cross functional project

Please note that we're hiring for Team Leader role in US Mortgage/ US P&C Insurance OR US Healthcare domain (only need candidates with on-paper team handling experience, not looking for individual contributors) Hiring for - Leading IT Client Role - Team Leader Operations- US Mortgage/ US P&C Insurance/ US Healthcare Work Location - Noida Offered Salary- 30%-35% hike on current fixed CTC Shift - Rotational shift 24x7 | 5 days working with Saturday-Sunday fixed offs Mandatory skills- -Experience of process related operations in US Mortgage/ US Property and Casualty Insurance OR US Healthcare domain. -Knowledge of attrition and NPS -SOP Creation -Validation and Indexation -Legal Documentation -Team Handling experience (on papers)

Designation: Team Leader/SME Location: Bangalore Years of experience:4 years of International voice process NOTE:only International VOICE EXPERIENCE can apply.NO Domestic Experience Please Role and Key Responsibilities : Responsible for the day-to-day supervision of a group of Game Changers including work and attendance monitoring in accordance with organization policy and applicable legal requirements Regularly impart effective coaching to team members, enabling consistent high-performance delivery monthly Identify performance related issues, develop an action plan for improvement and implement corrective action Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs) and financial expectations Communicate expectations to employees and provide timely updates Conduct Team Meetings to ensure expedient communication of relevant information. Schedule and organize team activities Stay current on internal work processes, policies and procedures. Attend required manager development training Promote CNX values- walk the talk and lead by example Exercise independent judgment and discretion in the performance of the said main function to implement management policies Support and manage the program together with other Team Leaders and Managers Provide input for selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organizations policies and applicable legal requirements Manage team members on a regular basis and write and deliver performance appraisal. Key Skills & knowledge: Graduation in related field with one to three years of relevant experience preferred (Banking credit card preferred) Strong understanding of banking products (e.g., loans, credit cards, accounts), services, and financial transactions Prior experience in the Credit card domain - preferred. Highly motivated individuals with skills to develop and coach team members to achieve performance expectations Work well under pressure and follow through on items to completion Strong communication skills, both written and verbal 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 a flexible schedule Educational qualification Graduation call Hr aditi@7795311459 call indu@7848820046 call Ruth@9590520040 call hr Kavya@7849020010

We are seeking a seasoned and proactive Manager Escalation Team to lead our customer escalations and regulatory complaints function. The ideal candidate will manage high-priority customer issues, including RBI CMS/NCH complaints, and work cross-functionally to implement long-term solutions that enhance customer experience. This is a key role that requires deep experience in customer service operations, excellent communication skills, and a strong command over compliance- led service management. Key Responsibilities: • Oversee the daily operations of the customer support escalation team and RBI CMS complaints team. • Handle high-impact customer issues and regulatory escalations with a sense of urgency, accuracy, and ownership. • Design, implement, and enhance escalation management processes to reduce resolution time and improve satisfaction. • Ensure effective coordination with legal and compliance teams on RBI CMS complaints and adherence to regulatory TATs. • Develop and enforce customer support policies and processes in alignment with internal standards and regulatory requirements. • Provide timely and relevant updates to the team regarding product changes, trends, and escalation protocols. • Track and analyse key support metrics, generate actionable insights, and prepare regular reports for leadership. • Conduct regular training, coaching, and performance evaluations to ensure team effectiveness and compliance readiness. • Collaborate with cross-functional teams to drive root cause resolutions and prevent repeat issues.

We are Hiring for our WFM Team Designation 1 : Process Manager WFM MIS India- Chandigarh Shift Timings - Flexible (24*7) 5 Days working - (Rotational Week Offs) Specialism : WFM MIS in BPO Minimum Exp - 7 Year Experience in WFM MIS (ONLY BPO WFM profile will be considered) WFM Role: - Interaction with Techs in the field to provide them with real-time support - Checking status of services on account in diagnostic tools - Good Knowledge of agent scheduling and on floor staffing activity planning - Should be able to coordinate with operations Managers and Leads - Communicate effectively and close looping with the client in case of observations - Updating status in internal as well as client tools - Meet process expectations with high-quality standards and adherence to SLAs - Candidate shall adhere to the information security requirements - Run Operation floor to maintain Key WFM KPIs i.e. Shrinkage, Schedule adherence etc. - Keep a track of all technicians with regards to the jobs assigned to them - Prepare Agent schedules and Daily adherence plans - Prepare various Ops production reports - Perform RTM role independently - Manage Breaks and Resource availability on floor - Audit work orders for accuracy and make corrections if required Minimum Qualification : Any Graduate with the minimum of 6 years of experience in leading WFM Team BPO. Please share Cv's on Shilpam.01@eclerx.com or call 9999641605

Role & responsibilities 1 Operates a variety of client systems and performs complex tasks and activities without supervision following information security policies, procedures and guidelines. Meets and exceeds client performance standards. 2 Interacts with co-workers and supervisors to audit and troubleshoot to meet client needs in a timely manner. Takes initiative to find solutions and works effectively as a member of the team. 3 Develops and implements procedures to meet quality, quantity, and timeliness standards. 4 Composes clear, polite, and well-organized emails to communicate with clients. Anticipates client needs proactively and takes initiative. 5 Coaches less-experienced staff in learning procedures and insurance knowledge. 6 Analyzes the root cause of processing problems and keeps team and supervisor, and client informed of issues and solutions. Preferred candidate profile Industries (Only): International Insurance, US Mortgage, International Banking operations. Experience : 5+ years at least and 1+ years as a team lead, Lead, Specialist, SME, Senior Analyst Education Background : Bachelor Degree (Major) Skills : Auditing, Training, Quality check, SOP creation, Process Transition, Escalation management, Performance management, Attrition and Shrinkage. Competencies and Behaviors * Train others * Builds team relationships * Communicates effectively * Demonstrates functional excellence * Customer centric

About Nirvasa We are Indias first multispeciality digital health clinic. More than 8 million patients across India feel empowered with Nirvasas end-to-end digital healthcare platform. Nirvasa has been at the forefront of transforming primary healthcare digitally by enabling patients to receive accurate, comprehensive, and customised treatments and care. We believe in a holistic approach to wellbeing that combines the power of four : prescribed by doctors, powered by ayurveda, backed by modern medicine, and supported by good nutrition. With more than 200 doctors and health experts across 5 specialties offering 23 personalised treatments , we assure each of our patients receives ongoing care throughout the journey. Website: www.nirvasa.com Instagram: www.instagram.com/nirvasa_official Linkedin: www.linkedin.com/company/nirvasa-digital-health-clinic Job Purpose Title: WFM – MIS Executive Reports to: Team Leader/Manager Based at: Call Centre Background Position Summary The MIS Executive in the Workforce Management Department plays a crucial role in supporting the team's operational efficiency by managing and analysing data related to workforce planning, scheduling, and performance. As an MIS Executive, you will be responsible for generating insightful reports, maintaining databases, and providing data-driven recommendations to optimize the organization's workforce and meet its performance targets. Job Description Time and Attendance, Absence and Leave Management report. Create all Historical dashboard auto made using MS excel or VBA. Creating monthly Scorecard/Incentive report Team/Manager/Department wise. Creating MIS reports and conditional report as per requirement Creating Performance report daily/ weekly / monthly reports. Performing business analysis report using MS Excel or Power BI tool. Maintain employee information details. Making folders of different projects and formatting the data. Ability to coordinate and manage activities with teams and departments. Proficient in making dashboard and PPT. Understanding on late login and early logout report. Good understanding on schedule preparation. Good command on data reading and understand the historical data. Desired Skills and Experience Minimum 3 years’ experience on Avaya/NGUCC/Nortel/ Any other Dialler & ACD reporting & Tool. Bachelor's degree in Business Administration, Mathematics, Statistics, or a related field. Proven experience as an MIS Executive or in a similar data analysis role, preferably in a contact centre or workforce management environment. Proficiency in data analysis tools such as Microsoft Excel, SQL, Power BI or other statistical software. Strong analytical skills with the ability to interpret complex data sets and draw actionable conclusions. Detail-oriented with a focus on data accuracy and quality. Excellent communication skills to present data and insights effectively to stakeholders and management. Familiarity with workforce management software and tools is a plus. Ability to handle multiple tasks and meet deadlines in a fast-paced environment. Strong problem-solving skills and a proactive approach to resolving issues. A team player with the ability to collaborate effectively with cross-functional teams Flexibility to work in rotational shifts, including weekends and holidays, as call centre operations may require Professional Qualifications Relevant graduate or master's degree from a reputed institution

Hiring for Team Lead Operations role - Outbound Process Company - iEnergizer Noida - Sector 60 Salary - up to 35K Interested candidates please contact HR SHARAN - 9266364422 Requirement: - 1. On paper Team Leader Ops. 2. Outbound Experience is needed. 3. Good with Team handling. 4. Well versed with the basic KPI's/KRA's of a Team Lead like attrition, shrinkage, quality etc. Working day - 6 Working mode - Office Walk-In candidates are welcome. Mention HR Kailash Kumar on top of your resume!! Venue Details: - iEnergizer Noida - A 37, Gate No-2, Sector 60, Noida. Near Noida Sector 59 Metro Station. Interview Timings: - 12:00 PM to 5:00 PM Interview Days: - 23rd April 2025 to 30th April 2025 (No interview on Sunday) Note: - Candidates has to carry hard copy of the resume. Please do not carry Laptop.

Opportunity to work as "OPERATIONS MANAGER for NOIDA Location. Salary : 18 LP to 20 LPA 5 days Any shift WFO Only face to face NOTE: Must have 2 yrs. exp as an Ops Manager on paper. Must have exp. from any MNC from any Non-Voice process. Required Candidate profile • Performance feedback session to agents. • Primary focus on CPM/SLA. • One to one relation building. • Analyze various reports including process dashboards & team performance reports. 9335906101

Job description Conduct assigned SOW compliance audits. Performs RCA on all compliance issues. Drive action plans for identified gaps Support & guide staff on quality related as a part of their career development plans. People Management - Lead large team of Quality. Skilled in working with inbound, outbound & blended (Voice & email) environment. Required Candidate profile CANDIDATES HAVING CALL CENTRE EXPERIENCE ONLY APPLY Candidate must proficient in Hindi / English & any other south regional language. Ability to manage a Quality Compliance Team and familiar with Telecom KRA deliverables. Should have excellent knowledge of MS Office. Should have sound knowledge of 7 quality tool for compiling, interpreting and communication all quality related statistical information internally as well as to the client. Leadership, coaching and mentoring skills. Excellent People Management skills. Immediate Joiners preferred Walk-in -- Monday to Saturday (10 am to 6pm) Contact person and details: Balaji.A 8608808539 (Directly whatsapp Your Resume with subject as Team leader ) Venue and location IMARQUE SOLUTIONS PRIVATE LIMITED(BPO) MaanSarovar Tower, 271A, Scheme Rd, Teynampet, Chennai, Tamil Nadu 600018 Landmark: Near Anna Arivalayam Email: Balaji.a@imarque.co.in

Role & responsibilities Manage day-to-day operations of SMEs (Subject Matter Experts) to ensure seamless delivery of services. Collaborate with cross-functional teams to identify process improvements and implement changes. Develop and maintain strong relationships with clients, understanding their needs and expectations. Conduct research analysis to provide strategic insights on business operations and decision making. Ensure attention to detail in all aspects of work, including documentation and reporting. Preferred candidate profile 1-5 years of experience in a similar role or related field. Strong analytical skills with ability to interpret data effectively. Excellent communication skills for effective collaboration with stakeholders. Proficiency in problem solving, critical thinking, and decision making. Deep knowledge of domain expertise required. Perks and benefits

About Organization : Paychex, Inc. (NASDAQ: PAYX) is a leading provider of integrated human capital management solutions for payroll, benefits, human resources, and insurance services. Industry expertise since 1971 (53 Years) • 730,000+ clients in the U.S. and Northern Europe • Pays 1 in 12 U.S. private sector employees • Largest HR company for small to medium-sized businesses • Product development company having products for payroll, accounts, benefits, and HR. What we are looking for Need More Than 7 Years of experience in BPO Operations Team handling, customer service, People management) Strong people management (Team Handling) experience Need more than 3 Years of team handling experience Strong verbal communication and listening skills. Demonstrates analytical skills. Demonstrates problem solving skills. Effective interpersonal skills. Demonstrates written communication skills. Promotes information sharing. Excellent collaboration and team building skills. Ability to lead/manage others. Graduate Job description: Conflict Resolution - Finds solutions to disputes and disagreements between individuals or groups. It involves active listening, empathy, and effective communication to understand the needs and concerns of each party involved in the conflict. Delegation - Assign tasks or responsibilities to others while still maintaining accountability for the overall outcome. Effective delegation requires clear communication, trust in the capabilities of others, and the ability to provide guidance and support as needed. Process Improvement - Driving improvements through data insights, implementing automation where possible, and ensuring compliance with industry standards. Operational Efficiency - Ability to optimize business processes and procedures to reduce costs, increase productivity, and improve product or service quality. It requires specialized skills such as process mapping, data analysis, and project management to identify areas for improvement and implement effective solutions. Stakeholder Management - Collaborating with internal stakeholders to resolve issues and ensure smooth project delivery. Workforce Management Coordination - Coordinating with the WFM team on attendance, leave, unplanned shrinkage, forecasting, and staffing requirements. Coaching/Mentoring - Guides, supports, and motivates individuals or teams to achieve their goals and objectives. Helps individuals develop their skills and abilities to achieve their desired outcomes. Support new hires and facilitate ongoing development of team skills. Team Engagement - Organizing team engagement activities to promote a positive work environment. Problem Solving - Ability to break down simple problems, identify potential solutions, and take action to resolve the issue. This skill involves critical thinking, creativity, and the ability to work well under pressure. Performance Metrics & Interpretation - Ability to interpret data and communicate findings effectively to stakeholders. Understanding of data privacy and ethical considerations. Knowledge of Key Performance Indicators (KPIs) relevant to customer service and operational efficiency. Ability to establish, monitor, and evaluate performance metrics that align with business goals. Effective Communication - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs to different audiences. Effective Presentations - The ability to create and deliver a compelling presentation, including organizing the presentation, designing visual aids, modulating voice, using body language, making eye contact and demonstrating confidence.

Hiring for Indias Leading B2B / E-commerce Company Process Designation: Team Lead Experience: 2 to 5 Years Minimum Qualification: A minimum of 65% marks in 10th, 12th, and graduation Location: Noida JOB DESCRIPTION Organize and manage a small team of 7-8 project delivery executives. Teach and train team members on various process strategies. Fulfill Catalog needs as per Client Demand and Organization SOP. Prior Knowledge/Experience on an E-commerce platform will be a plus. Good knowledge of web applications and their functioning (Internet, Search Engines, Digital Marketing, etc.). Applicant should possess strong Email handling skills. Provide strategic initiatives and recommendations for improvements and systems enhancements of the process. Ensure objectives are achieved within given time frames, meeting or exceeding support requirements. Collect success metrics and prepare reports to identify work accomplishments of the team. Coordinate the preparation, presentation, and communication of work-related information to the Manager. Requirements: Looking for candidates from Delhi/NCR only or ready to relocate. Candidate should be proficient in written and verbal communication skills. Report Management and data handling (Basic Excel skills).es If you are interested please share your resume on hemlata.1@indiamart.com or contact 8923034339

About The Role RESPONSIBILITIES: Manage daily operations of the team and ensure smooth functioning of the overall business Responsible for associate Engagement, business unit engagement and talent management Monitor the overall functioning of the process by identifying areas of opportunities and recommend process improvements. Review team performance and provide monthly reports drive the career road map for the team members based on the skill sets and the aspirations Monitor the various standards including the internal quality, utilization, productivity targets and any other service level agreements. Identify the training opportunities for the team and work with the trainer and team leads to bridge the gaps. Anticipate and proactively plan for Business contingencies Manage customer escalations. Coach and Mentor Team lead and Trainers Perform any other tasks as assigned and act as backup to the supervisor. Basic Hygiene on the operations floor and build culture for the same Driving Cost Reduction Agenda in the Processes with Automation Opportunities, Productivity Enhancement Opportunities and Cross utilization of resources. Assist the New Hires & Tenured Staff to meet the Productivity and Quality goals. Manage team and ensure quality and productivity targets are met and exceeded Motivate and engages team members and maintains attrition within thresholds Provide coaching and feedback to team members to enable them to improve their performance and focus on their career path and advancement within the organization Assist new hires such that they are productive on the floor in the shortest possible time frame Build systems to ensure no escalations and is prompt in responding to escalations Provide inputs to Leadership on process gaps that exist. Ensure compliance with internal policies and procedures, external regulations and information security standards. Be sensitive and aware of the Organizational priorities towards Change & Innovation and Cost Optimization Works independently with minimal direction and is very high on execution and adherence to timelines Takes initiative to understand the process and keeps himself updated on the important changes in the business and the industry Builds strong relationship with onshore counterparts and support functions and utilizes the relationship to maximize the results for the MIS and reporting needs with accuracy and timelinesss eager to take on more responsibilities and should be able to execute the ad hoc tasks QUALIFICATIONS: Any Bachelors degree MBA or an equivalent degree is an advantage Should have lead a team equivalent to 30 to 40 members 5 to 6 years of relevant experience is required. Should be Proficient in MS Office and if the candidate is having knowledge on variety of programs that is an added advantage. OTHER REQUIRED SKILLS: Excellent communication (both verbal and written) and interpersonal Skills Strong reporting and analytical skills with proficiency in MS-Office applications Excellent planning and organizing skills Strong leadership and business acumen Ability to mentor and coach associates Ability to develop associates and create a succession pipeline Flexible to work in shifts (Night), as per business requirement Demonstrates behavior that promotes the values of the organization

>> Responsible for managing the performance for the team of Production Specialist >>Responsible for responding back to the client and internal stakeholders in an efficient and professional manner >>Handles and resolves customer complaints- identify and escalate priority issues >>Build a strong personal customer rapport and establish engagement to drive positive customer experience >> Ensures compliance with all company and departmental policies, procedures, and guidelines >>Drive performance for his team and ensure that all client matrices are met as per the SLA, Support service delivery teams in process stabilization >>Data Analysis - Analyzing data short term long term trends, report generation, graphical representation, business analytics report, management reports >>Work on employee financials (incentives, PBPP, QPLC etc.), stacks, Weekly, Monthly, Quarterly & Annual performance reports, PMS, and attrition >>Identify blockages and recommend improvement opportunities. Deliver sound, SMART recommendations in relation to continuous improvement; About The Role Role Purpose The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process. ? Do Ensure process is executed as per the client contract Conduct briefings before every shift to drive focus on key metrices and debrief at the end of the shift to drive focus of the team on quality and adherence to contract compliance processes Prepare notes from the huddle meetings and share it with the team Prepare and share the performance data of the team with the client at the end of the shift Interact with the client and prepare note to share updates and changes with the team Review the performance on the key process metrices and conduct RCA to improve quality parameters Prepare presentation on weekly and monthly performance data for the manager to be shared with the client Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects Be part of the discussion between manager and WFM team on forecast and number of agents required Organize fun hours on Friday for the team to promote team engagement Identify opportunities for automation within the account and share it with the manager Provide details and data to the automation team to support the automation initiative ? Drive performance of the team on the identified metrices of the process Review last 6-8 weeks performance data (RAG) and identify low performers Provide feedback and coach the outliers/ low performers to improve their performance metrices Prepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performers Handhold the employees on performance on process and monitor for improvements Identify training needs for new joiners especially and track their daily progress Conduct process trainings as well as refresher trainings are provided to bridge the capability gap or if there is any change from the client’s end ? Stakeholder Interaction & Management Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts Interact and engage with the client manager to communicate and update progress against account plan, project delivery etc. Participate in monthly review meetings with Account Delivery leadership updating them on the status and progress of the account Work with quality team to ensure the quality improvements as per the delivery standards of the contract Provide timely assistance in case of an escalation and support resolution of escalations/ issues ? Effective Team Management Resourcing Hire adequate and right resources for the team Talent Management Ensure adequate onboarding and training for the team members to enhance capability & effectiveness Build an internal talent pool and ensure their career progression within the organization Manage team attrition Drive diversity in leadership positions Performance Management Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports Ensure that the Performance Nxt is followed for the entire team Employee Satisfaction and Engagement Lead and drive engagement initiatives for the team Track team satisfaction scores and identify initiatives to build engagement within the team >>Excellent Communication Skills (Verbal & Written) >>Strong interpersonal & influence management skills and decision making skills >>Ability to work & communicate with people across organizational units and locations. Strong Team building skills >>Ability to think strategically & translate strategy into measurable action plans >>Strong analytical skills with an ability to solve a problem with a win-win negotiation approach >>Ability to lead people on large, multi-functional efforts. Motivating associates through effective management and constructive feedback >>Should have excellent knowledge of Customer Service, Taking Ownership, Service Recovery, Performance Management, Employee Coaching and Mentoring >>Leading by Example and ability to handle stressful situations >>Is able to make judgment calls on risk rating, is able to interpret and apply policy >>Ensure quality sampling targets (ISO) are met, systems and measures are robust. Collaborate with internal and external stakeholders to deliver to the business’ strategic plans in relation to quality improvement >>Act as the point person for escalations/queries around the remediation work Manage stakeholder expectations

About The Role Role Purpose The purpose of this role is to develop minimum viable product (MVP) and comprehensive AI solutions that meet and exceed client’s expectations and add value to business. ? Do Manage the product/ solution development using the desired AI techniques Lead development and implementation of custom solutions through thoughtful use of modern AI technology Review and evaluate the use cases and decide whether a product can be developed to add business value Create the overall product development strategy and integrating with the larger interfaces Create AI models and framework and implement them to cater to a business problem Draft the desired user Interface and create AI models as per business problem Analyze technology environment and client requirements to define product solutions using AI framework/ architecture Implement the necessary security features as per product’s requirements Review the used case and see the latest AI that can be used in product’s development Identify problem areas and perform root cause analysis and provide relevant solutions to the problem Tracks industry and application trends and relates these to planning current and future AI needs Create and delegate work plans to the programming team for product development Interact with Holmes advisory board for knowledge sharing and best practices Responsible for developing and maintaining client relationships with the key strategic partners and decision makers Drive discussions and provide consultation around product design as per customer needs Participate in client interactions and gather insights regarding product development Interact with vertical delivery and business teams and provide and correct responses to RFP/ client requirements Assist in product’s demonstration and receive feedback from the client Design presentations for seminars, meetings and enclave primarily focused over product Team Management Resourcing Forecast talent requirements as per the current and future business needs Hire adequate and right resources for the team Talent Management Ensure adequate onboarding and training for the team members to enhance capability & effectiveness Build an internal talent pool and ensure their career progression within the organization Manage team attrition Drive diversity in leadership positions Performance Management Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports Ensure that the Performance Nxt is followed for the entire team Employee Satisfaction and Engagement Lead and drive engagement initiatives for the team Track team satisfaction scores and identify initiatives to build engagement within the team ? Deliver No.Performance ParameterMeasure1.Continuous technical project management & deliveryAdoption of new technologies, IP creation, MVP creation, Number of patents filed, Research papers created2.Client CentricityNo. of automation done, On-Time Delivery, cost of delivery, optimal resource allocation3.Capability Building & Team Management% trained on new age skills, Team attrition %, Number of webinars conducted (internal/external) ? ? Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

1. Handle 2nd level escalations and discuss, solve and support team with ongoing operations 2. Managing a team of Processors in customer driven environment 3. Ensure adherence to KPI and SLAs in delivery by performing sampling audit of the team on consistent basis covering every team member every week 4. Ensure attritions targets are not breached 5. Manage operations through end to end planning, metrics review and root cause analysis 6. Review overall staff performance and recommend About The Role Role Purpose The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process. ? Do Ensure process is executed as per the client contract Conduct briefings before every shift to drive focus on key metrices and debrief at the end of the shift to drive focus of the team on quality and adherence to contract compliance processes Prepare notes from the huddle meetings and share it with the team Prepare and share the performance data of the team with the client at the end of the shift Interact with the client and prepare note to share updates and changes with the team Review the performance on the key process metrices and conduct RCA to improve quality parameters Prepare presentation on weekly and monthly performance data for the manager to be shared with the client Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects Be part of the discussion between manager and WFM team on forecast and number of agents required Organize fun hours on Friday for the team to promote team engagement Identify opportunities for automation within the account and share it with the manager Provide details and data to the automation team to support the automation initiative ? Drive performance of the team on the identified metrices of the process Review last 6-8 weeks performance data (RAG) and identify low performers Provide feedback and coach the outliers/ low performers to improve their performance metrices Prepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performers Handhold the employees on performance on process and monitor for improvements Identify training needs for new joiners especially and track their daily progress Conduct process trainings as well as refresher trainings are provided to bridge the capability gap or if there is any change from the client’s end ? Stakeholder Interaction & Management Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts Interact and engage with the client manager to communicate and update progress against account plan, project delivery etc. Participate in monthly review meetings with Account Delivery leadership updating them on the status and progress of the account Work with quality team to ensure the quality improvements as per the delivery standards of the contract Provide timely assistance in case of an escalation and support resolution of escalations/ issues ? Effective Team Management Resourcing Hire adequate and right resources for the team Talent Management Ensure adequate onboarding and training for the team members to enhance capability & effectiveness Build an internal talent pool and ensure their career progression within the organization Manage team attrition Drive diversity in leadership positions Performance Management Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports Ensure that the Performance Nxt is followed for the entire team Employee Satisfaction and Engagement Lead and drive engagement initiatives for the team Track team satisfaction scores and identify initiatives to build engagement within the team 1. Handle 2nd level escalations and discuss, solve and support team with ongoing operations 2. Managing a team of Processors in customer driven environment 3. Ensure adherence to KPI and SLAs in delivery by performing sampling audit of the team on consistent basis covering every team member every week 4. Ensure attritions targets are not breached 5. Manage operations through end to end planning, metrics review and root cause analysis 6. Review overall staff performance and recommend

Job Title: General Manager Operations (Government Projects BPO) Location: Noida, Sec 2 Experience: 12+ years (with significant experience in managing government/BFSI/public sector BPO projects) Employment Type: Full-Time Working Mode: 5.5 Days, Work from Office Job Summary: We are seeking a highly experienced and strategic General Manager – Operations to lead the delivery and growth of government sector BPO projects. The ideal candidate will have a deep understanding of government processes, compliance frameworks, and high-volume service delivery. This role demands strong operational leadership, stakeholder management, and the ability to drive service excellence in a highly regulated environment. Key Responsibilities: Oversee end-to-end operations for government BPO projects, ensuring SLAs, KPIs, and compliance requirements are consistently met. Lead large-scale teams across multiple locations to deliver public-facing services with a focus on quality, efficiency, and customer satisfaction. Ensure full compliance with government regulations, data privacy mandates, and audit protocols. Liaise effectively with government authorities, public sector clients, and internal stakeholders to build trust and long-term relationships. Drive operational excellence through continuous improvement, automation, and process optimization. Develop strategic plans to scale operations, manage costs, and ensure profitability of government contracts. Manage risk, implement robust governance frameworks, and oversee incident management protocols. Work closely with project management, HR, technology, and quality teams to ensure aligned execution across departments. Prepare and present operational dashboards, financial reports, and strategic updates to senior leadership and clients. Key Requirements: Proven track record (12+ years) in BPO operations, with at least 5 years in managing large-scale government/public sector projects. Deep knowledge of government e-governance programs, digital initiatives, and citizen service delivery frameworks. Strong understanding of contract management, service level governance, and public procurement processes. Excellent leadership, interpersonal, and stakeholder engagement skills. Strong analytical and problem-solving capabilities. Experience with compliance standards such as ISO, CMMI, GDPR, etc. Educational Qualifications: Bachelor’s degree in Business, Public Administration, or related field (MBA or equivalent preferred). Preferred Attributes: Strong decision-maker with a focus on impact and accountability. Ability to manage diverse teams in high-pressure, high-stakes environments. Proactive, ethical, and results-driven leadership style. Regards Sangeeta Anand sangeeta.anand@iccs.in

Job Title: Team Leader Technical Support (Office 365 & Windows) Location: Hyderabad Experience Required: 4 8 years (Minimum 1–2 years in a Team Leader role on-papers) Job Type: Full-time | Rotational Shifts | Work from Office Job Description: We are seeking a dynamic and experienced Team Leader – Technical Support to manage a team of support professionals handling Office 365 and Windows-related issues for global customers. The ideal candidate should have strong leadership capabilities, hands-on technical knowledge, and experience working in a BPO or service desk environment. Key Responsibilities: Lead, coach, and mentor a team of 10–15 technical support agents. Oversee day-to-day operations and ensure team targets are met (AHT, CSAT, FCR, etc.). Manage escalations and provide resolution for complex Office 365 and Windows OS issues. Conduct regular performance reviews, feedback sessions, and training. Coordinate with quality and workforce teams to improve service delivery. Monitor call/ticket volumes, ensure SLA compliance, and report key metrics to management. Maintain documentation and contribute to knowledge base updates. Required Skills: Strong knowledge of Office 365 (Outlook, Teams, OneDrive, Exchange Online) Solid understanding of Windows OS (Windows 10/11 – configuration and troubleshooting) Experience in handling customer escalations and resolving high-priority incidents. Excellent communication, team handling, and analytical skills. Proficiency in ticketing tools (e.g., ServiceNow, Zendesk) and remote support tools. Preferred Qualifications: Bachelor’s degree in IT/CS or related field. Certifications like MCSA – Office 365, Microsoft 365 Certified, or ITIL Foundation. Prior experience in a technical support BPO process is mandatory. Immediate Joiners Preferred If aligned with the requirement call Anumeha @ +91 6376649769 Send resume to anumeha@manningconsulting.in

Mega Hiring | Team Lead | Domestic Process | Customer Service Voice Process/ Sales Job Title: Team Lead Customer Service (Domestic Voice/Inside Sales) Location: Gurgaon Employment Type: Full-time Work Mode: Walk-in interview only Industry: BPO / Customer Service About the Company: We are a leading BPO service provider committed to delivering exceptional customer experiences. Our dynamic work environment offers growth opportunities for talented professionals who are passionate about customer service and team management. Job Description: We are hiring experienced team leads for a domestic voice process in Noida and Gurgaon. The role requires strong leadership skills, team management expertise, and the ability to drive performance in a fast-paced environment. This is a walk-in interview opportunity for immediate joiners. Eligibility Criteria: * Minimum 3 years of overall experience in the BPO or customer service industry * At least 1 year of on-paper experience as a team lead in a domestic voice process * Excellent communication and interpersonal skills * Proven ability to manage and motivate teams effectively * Comfortable with a 6-day working schedule Salary: Up to 4.8 LPA (Decent hike will be given on the last drawn salary) Key Responsibilities: * Lead and manage a team of customer service executives, ensuring they meet performance targets * Monitor and track team performance metrics including productivity, quality, and customer satisfaction * Handle customer escalations and ensure timely resolution of issues * Provide regular coaching, feedback, and support to enhance team performance * Collaborate with the quality and training teams to improve service delivery standards * Prepare detailed performance reports and ensure adherence to service guidelines * Foster a positive and collaborative work environment Interview Details: * Mode: walk-in interview only * Immediate joiners or candidates with a maximum 7-day notice period will be preferred. How to Apply: Interested candidates can share their resume via WhatsApp at 9696714723 (Homa) and mention it is for the team lead domestic voice role. For ongoing job updates, follow our WhatsApp hiring channel: [https://lnkd.in/ewAPNNk9](https://lnkd.in/ewAPNNk9) #TeamLead #CustomerService #DomesticVoice #BPOJobs #NoidaJobs #GurgaonJobs #WalkInInterview #CareerGrowth #ImmediateJoiners #LeadershipRoles #CustomerSupport #TeamManagement #HiringNow #JobOpportunity #ApplyNow