5.0 - 9.0 years

0 Lacs

hyderabad, telangana

On-site

As a Senior Group Leader, your main responsibility will be managing a team of Production Specialists and FLMs who report directly to you. You will be accountable for driving performance within your team and ensuring that all client metrics are consistently met according to the SLA. Your role will involve supporting service delivery teams both onsite and offsite at client locations, particularly focusing on process stabilization. To maintain control over CPM performance, you will need to apply methodologies such as DMAIC, Six Sigma, and other Quality tools as necessary. Additionally, you will be expected to enhance service delivery efficiency, promote knowledge management, and standardize processes within the client account or LOB Domain aligned with your responsibilities. Being a key driver for revenue and margins, you will also be responsible for internal and external reporting. You will play a vital role in coaching and counseling your FLMs, providing guidance on meeting client requirements, improving processes, and ensuring client metrics are achieved. Collaboration with various functions within the organization, including Finance, HR, and FMG, will be crucial to address any team issues and facilitate effective resolution. The specific domain for this role is Content Moderation & Abuse handling, where your flexibility to work in 24*7 shifts and from the office is required. Your expertise in various areas, including operating procedures, service levels, process metrics, coaching skills, people management, performance management, analytical reasoning, MIS awareness, escalation guidelines, and regulatory requirements, will be essential for success in this position. In terms of behavioral skills and attributes, you should possess the ability to filter, prioritize, analyze, and validate complex and dynamic problems effectively. High analytical skills are a key requirement, and having Lean Certification or Six Sigma certification could be advantageous. Knowledge of internet or social networking products or services, along with strong communication and written skills, will be beneficial. A solid understanding of Service Delivery in a voice/semi-voice process and proficiency in Microsoft applications, especially Excel and PowerPoint, are necessary for this role. Please be aware that this job will involve a significant amount of work in a shift environment based on business requirements.,

Posted 4 days ago

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Process Trainer (Inbound/Outbound) 1point1

1.0 - 4.0 years

1 - 4 Lacs

Gurgaon, Haryana, India

On-site

Key Responsibilities Manage basic process metrics such as throughput, FAP, CSAT scores, call quality, and product test scores Provide agent-level feedback on quality and product performance Report basic escalations to supervisors for timely resolution Conduct BQM, refreshers, calibrations, NHT, TNA, TNI, OJT, and mock calls as part of training initiatives Maintain clear documentation, training records, and escalation logs Demonstrate effective leadership, mentoring, and team-building capabilities Communicate effectively across all management levels Strategize and implement solutions for process and performance improvement Manage multiple schedules, priorities, and team needs efficiently Ensure strong awareness of both process and product

Posted 2 months ago

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