One Liner : Fluent in Spoken & Written English, involving overseeing the day-to-day functioning of the assigned team, ensuring smooth operations in terms of the team adhering to the defined SLAs across multiple channels and guiding the team to highest customer satisfaction. You will be employed with Movate Technologies, doing the below responsibilities, but not limited to - Build & lead teams with an aim to provide world class remote assistance to users via Chat, Phone and eMail Be the Single point of contact for any process related, people related, governance related, data related things, to the team and to the Management Prepare systems and checks to ensure optimal team performance by maintaining data related to metrics, SLAs, team hygiene etc. Principle duties and responsibilities | Job Description : Individuals who are exceptional at the below - People Management Shrinkage Management : Monitor and analyze shrinkage trends (e.g., absenteeism, breaks, time off). Implement strategies to minimize shrinkage, such as optimizing schedules and improving workforce planning. Ensure compliance with company policies and labor laws. Attrition Management : Identify root causes of attrition through exit interviews and employee feedback. Implement retention strategies such as career development programs, recognition initiatives, and work-life balance policies. Track attrition metrics and set targets for improvement. Conflict Resolution : Act as a mediator to resolve conflicts between team members or between employees and management. Promote a positive and inclusive work environment to prevent conflicts. Train team leads and managers on conflict resolution techniques. Issue Mitigation : Proactively identify potential issues (e.g., operational bottlenecks, resource gaps). Develop contingency plans to address risks and minimize disruptions. Escalate critical issues to senior management when necessary. Process Management Monitoring and Control of Queues : Use real-time dashboards and tools to monitor queue performance (e.g., wait times, backlog). Allocate resources dynamically to manage high-volume periods. Ensure adherence to Service Level Agreements (SLAs). Continuous Process Improvement : Drive initiatives like to improve efficiency and quality. Encourage team members to suggest process improvements and bring out the best innovative ideas. Regularly review and update Standard Operating Procedures (SOPs). Implementation of Process Updates : Communicate changes effectively to the team and provide training if needed. Monitor the impact of process updates and gather feedback for further refinement. Ensure smooth adoption of new tools or technologies. Team Development and Mentorship Regular Audits : Conduct performance audits to assess adherence to processes and quality standards. Provide constructive feedback and action plans for improvement. Training Needs Identification : Analyze performance gaps and identify skill development areas. Organize targeted training sessions, workshops, or e-learning programs. Key Focus Areas Evaluation : Prioritize areas for improvement based on data and feedback. Set measurable goals and track progress regularly. Conducting Huddles : Organize daily or weekly huddles to discuss goals, challenges, and updates. Use huddles to motivate the team and align them with organizational objectives. Client Management Problem Determination : Collaborate with engineering teams to report issues. Use SOPs and documented techniques to identify root causes in the event of an escalation Resolution and Escalation : Provide timely and effective resolutions to client problems. Escalate complex issues to the client with detailed documentation. Client Communication : Maintain clear and professional communication with clients. Provide regular updates on issue resolution progress. Reporting and Feedback Capacity Planning : Forecast workload and resource requirements based on historical data and trends. Ensure optimal staffing levels to meet business demands. Data Analysis and Metrics : Analyze key performance indicators (KPIs) such as productivity, quality, and turnaround time. Identify trends and areas for improvement using data-driven insights. Feedback Mechanisms : Collect feedback from team members, clients, and stakeholders. Use feedback to refine processes and improve team performance. Data Good at data manipulation and has hands-on experience on knowing where to extract the data and bring out intelligence from the data Should have hands on experience in excel, word and powerpoint Employee Engagement: Conduct regular one-on-one meetings to understand employee concerns and aspirations. Compliance and Risk Management: Ensure adherence to Clients and to the company policies Stakeholder Communication: Maintain regular communication with senior management and other stakeholders. Provide detailed reports and updates on team performance and project progress. Must Have Skills : Degree Certificate 1 - 2 years of experience as lead in an IT environment Excellent communication skills, should be able to hold a conversation Good customer service skills, multitasking and documentation skills Ability to adjust quickly to the changing priorities and implement the same per business requirements
