Group Lead - Ops

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 attritio Identify blockages and recommend improvement opportunities. Deliver sound, SMART recommendations in relation to continuous improvement Should have at least 18 months of Experience in Geographical Information System and exposure to Geographical Information System (GIS) knowledge Experience working in a QA as Service business unit in BPS Excellent Communication Skills (Verbal & Written) Good Analytical and Multitasking Skill Customer Service Oriented attitude with focus on soft skills. Do: Management of daily activities of a team Experience in Data Analyst experience Ensures achievement of all system, team and individual Customer Service goals and standards Manages Key performance indicators Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities Responsible for administrative aspects including reporting Superior communication (oral, written), presentation, and interpersonal skills Demonstrated ability to develop and implement process enhancements including technology and performance Ability to plan, prioritize, organize and communicate with client Proficiency in , Work-force management applications, Quality tools and technologies, Experienced in goal-setting (defining and prioritizing specific, driving objectives), Managing escalations. Ensure 100% Error Feedback for Critical, Major and Minor Errors to be shared by all mentors To ensure the Quality Scores are met at all times for the workflows mapped to the respective OJT Leads Coordinate with delivery managers and the L&D POC to plan sessions Drive completion by following with respective leads and managers