8 - 13 years
8 - 14 Lacs
Posted:6 hours ago|
Platform:
Work from Office
Full Time
1. Take ownership of the workflow and work.
2. Manage a team of 20-40 associates and ensure the team meets the required targets.
3. Be a process expert and support the team by answering their queries in real time.
4. Conduct regular connects to understand the pulse of the team.
5. Manage leaves and ensure shrinkage does not impact on the teams productivity.
6. Working in coordination with the other leads to ensure business operations run smooth.
7. Build a road map for your team members in terms of career growth and ensure employee satisfaction.
8. Effectively communicate with the team, understanding change in business dynamics
1. Track performance of the team and team members individually identifying areas of opportunities for the process as well as the team.
2. Conduct new hire process training sessions and coach team members to be experts in the process.
3. Identify areas of opportunities by performing audits and share feedback to the team accordingly.
4. Identify BQs and come up with an action plan to improve their performance.
5. Work closely with the internal teams to identify process improvement opportunities and work together to streamline the process.
1. Interact with international business partners whenever required, understand the requirements, and manage the team to meet the requirements.
2. Act as a bridge between the team and business partners ensuring smooth flow of information regarding the process.
3. Participate in weekly review and work closely with the Operations Manager to prepare data for MBR and QBR.
• Experience: Min 8-13 years in a Customer Service/International BPO environment,
• Education: Bachelors degree (Minimum requirement)
• Communication: Exceptional written and verbal communication; adept at clear and concise messaging in chat interactions.
• Should be ready to work in 24*7 predominantly night shift environment.
Copart India
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