539 Shrinkage Jobs - Page 11

Job title : BPO Trainer Location: Noida Company: BPO convergence Noida Ex: 1 -3 Salary: 28K CTC Employment Type: Full Time Shift: Day Shift WFO

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 Opportunity: Manager - Operations Location: Global On-site Options Available)IGT Solutions is seeking a highly skilled and experienced Manager of Operations to oversee and lead multiple client business operations in our Global Digital BPM Contact Center Services environment. As a key member of our leadership team, you will report directly to the Senior Manager Operations and manage a large team of 500-1000 FTEs across multiple business accounts. Key Responsibilities: Take ownership and responsibility for the P&L and overall Operations Management of 500+ FTE International Voice Customer Service Operations. Lead and drive both strategic and tactical operational direction for the operations team to achieve business goals. Interact closely with client stakeholders and internal leadership to ensure customer satisfaction and business success. Ensure all key performance metrics are met, including Staffing Adherence , Schedule Adherence , Customer Experience scores, and more. Lead cross-functional teams , including Voice , Back Office , WFM , Training , Quality , and more. Conduct weekly, monthly, and quarterly business reviews to monitor performance and implement changes as needed. Collaborate with teams such as Sales , Account Management , and Presales to expand business opportunities. Drive continuous improvements to enhance quality, CSAT , and business operations. Required Qualifications & Skills: 10-15 years of experience in BPO Operations at a leadership level, with a preference for Travel Operations experience. Deep knowledge of the Travel market , BPO competition, and industry trends. Graduation in any discipline. Lean or Six Sigma Green Belt/Black Belt certification (preferred). Proven ability to manage large teams, foster a team-oriented environment, and inspire leadership. Strong experience in data analysis , statistical process control , and problem-solving . Minimum 2 years of experience in a Senior Manager Operations role, managing International Travel accounts in Voice/Back Office Operations . Excellent communication (written and verbal) and interpersonal skills. Ability to collaborate with internal stakeholders and manage client relationships effectively. Personal Qualities: Motivated, innovative, and able to foresee market conditions. Strong people management and leadership skills with a collaborative approach. Confidence, flexibility, and resilience in a fast-paced, ever-changing environment. Integrity, commitment to delivering results, and a blend of a sales mindset In case interested, please share your resume on swapnil.gupta@igtsolutions.com- 7042379178 At IGT Solutions, we are committed to equal employment opportunities for all individuals, regardless of age, gender, race, religion, or any other factor. We promote an environment free from discrimination and harassment.

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

Should have minimum 4+ years of experience in BPO. International Voice experience is mandate. Should have been designated as a Team Lead / Assistant Manager for at least 2 years on papers. Should be able to calculate Attrition, Shrinkage, AHT. Should be aware of NPS, Repeat & Churn. Should be aware of Occupancy and Utilization formulas. Candidate should be good in communication. Interested candidates can reach out to Pavatharanip1@hexaware.com / 7305044617 Regards, Pavatharani

Job Description: Team Leader-Operations ( Airline Process ) Role Summary: We are looking for an enthusiastic Team Leader for Airline process at IGT Solutions. In this role, you will be responsible for leading a team overseeing performance management, and ensuring high-quality standards are met for services. The ideal candidate will have a background in team management,, and a passion for maintaining safety and quality across digital platforms. You will drive team performance, handle escalations, and identify opportunities for process improvements. What You Would Be Doing? Team Leadership & Management : Leading and managed a team of 1520 content moderators to ensure optimal performance in line with quality and productivity metrics. Performance Monitoring & Coaching : Reviewing and monitoring team performance regularly, focusing on KPIs such as quality, productivity, shrinkage, and attrition. Providing ongoing coaching and feedback to team members to enhance performance. Escalation Handling : Providing floor support and handling escalations to ensure swift resolution of complex. Process Improvement : Identifying process gaps and recommending improvements that can help increase team performance and client satisfaction. Training & Development : Coaching new team members and continuously working to enhance the skills of existing team members. Client & Stakeholder Interaction : Collaborating with clients to understand expectations and ensure standards are met, fostering strong relationships with both internal and external stakeholders. Target Management : Ensuring team meets set targets for KPIs such as AHT (Average Handling Time) Reporting & Documentation : Maintaining detailed records of team performance, issues, and resolutions to report back to senior management and clients. Qualifications Education : Graduate in any discipline. Experience : Required BPO experience Skills : Strong leadership and supervisory abilities. Excellent written and verbal communication skills in English. Strong problem-solving and analytical skills. Ability to handle escalations and complex content issues. Proficiency in MS Office, particularly Excel. Familiarity with content moderation guidelines and best practices in the industry. What's Expected Proven ability to manage and lead a high-performing team in a fast-paced environment. Expertise in analyzing team performance, identifying areas for improvement, and implementing effective solutions. Strong communication and relationship-building skills with clients and internal stakeholders. Ability to work effectively in a 24x7 work environment and manage stretch targets. 6 Days Working What Are You Signing Up For? Competitive salary Health and wellness programs Career advancement opportunities Comprehensive career development programs Promising career progression within a global company A dynamic, world-class work culture that values innovation and teamwork Contact Person: Nidhi Rastogi 8630322833 Share resume at nidhi.rastogi@igtsolutions.com

Role Summary We are looking for an enthusiastic Team Leader for Travel Process at IGT Solutions. In this role, you will be responsible for leading a team overseeing performance management, and ensuring high-quality standards are met for services. The ideal candidate will have a background in team management,, and a passion for maintaining safety and quality across digital platforms. You will drive team performance, handle escalations, and identify opportunities for process improvements . What You Would Be Doing? Team Leadership & Management : Leading and managed a team of 1520 to ensure optimal performance in line with quality and productivity metrics. Performance Monitoring & Coaching : Reviewing and monitoring team performance regularly, focusing on KPIs such as quality, productivity, shrinkage, and attrition. Providing ongoing coaching and feedback to team members to enhance performance. Escalation Handling : Providing floor support and handling escalations to ensure swift resolution of complex. Process Improvement : Identifying process gaps and recommending improvements that can help increase team performance and client satisfaction. Training & Development : Coaching new team members and continuously working to enhance the skills of existing team members. Client & Stakeholder Interaction : Collaborating with clients to understand expectations and ensure standards are met, fostering strong relationships with both internal and external stakeholders. Target Management : Ensuring team meets set targets for KPIs such as AHT (Average Handling Time) Reporting & Documentation : Maintaining detailed records of team performance, issues, and resolutions to report back to senior management and clients. Qualifications Education : Graduate in any discipline. Experience : At least 1 years of experience in Team handling with at least 1 year of experience managing teams. Skills : Strong leadership and supervisory abilities. Excellent written and verbal communication skills in English. Strong problem-solving and analytical skills. Ability to handle escalations and complex content issues. Proficiency in MS Office, particularly Excel. Whats Expected Proven ability to manage and lead a high-performing team in a fast-paced environment. Expertise in analyzing team performance, identifying areas for improvement, and implementing effective solutions. Strong communication and relationship-building skills with clients and internal stakeholders. Ability to work effectively in a 24x7 work environment and manage stretch targets. 6 Days Working What Are You Signing Up For? Competitive salary Health and wellness programs Career advancement opportunities Comprehensive career development programs Promising career progression within a global company A dynamic, world-class work culture that values innovation and teamwork To Apply: share your cv at sonam.singh1@igtsolutions.com or contact on 9953150816

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

Job Description: Candidate has minimum of 1 year experience in Workforce Management (WFM) or Resource Management (RM). The primary responsibility is to manage the RM tools and reporting. Candidate needs to act as primary liaison to the recruiting group on behalf of Resource Management. Perform Ad-hoc reporting request. Act as a change agent to stakeholders as the Resource Management group implements new processes and tools. Specifically, will focus on the tactical/transactional areas of our business. Critical skills required: Workable knowledge on MS Office tools. Able to share clear view on written and verbal communication. Good Analytical Skills & problem-solving skills. Pro-active & Positive Attitude. Ability to Work efficiently and effectively in a team. Have the ability to escalate issues with a view to bringing about a win-win resolution. Basic phone & email etiquette are desirable as candidate would need to interact with onshore clients/external entities on a regular basis.

Facilitate day to day Operations Checking on call distribution and/or other operational roadblocks and helping ease them for his/her team Keep a close track and drive NPS and critical call parameters like AHT and quality scores & continuously review/coach champions on the same Provide assistance to champions on product and assist champions with customer complaints, wherever necessary Brief the teams daily on changes and issues that affect customers or the team and ensure that staff has access to this information.Role & responsibilities Criteria: : Graduates from any stream or Global Equivalent degree Minimum 2-year experience as a Team Leader Minimum of 5 year of overall work experience Candidate should be fluent to speak in Kannada & Malayalam language Interested can share resume on - Bhawnas1@hexaware.com 6260351725 Bhawna Regards Bhawna

Hello Job Seekers, Hiring for a Team Lead / Process Trainer role at Noida location for an US Process! Location : Noida Team Lead CTC: 6.75 LPA Team Management : Supervise day-to-day activities, ensure workflow efficiency, and motivate team members. Performance Monitoring : Track KPIs, SLAs, and implement corrective actions to meet targets. Process Improvement : Identify gaps, suggest optimizations, and collaborate with stakeholders for better outcomes. Conflict Resolution : Address team issues promptly and maintain a positive work environment. Training & Development : Guide new hires, provide feedback, and ensure skill enhancement for team members. Client Interaction : Act as the liaison for client updates, performance reports, and issue resolution. Process Trainer CTC: 7 LPA Conduct comprehensive training sessions for new hires on process guidelines, tools, and best practices. Provide refresher training for existing employees to ensure alignment with process updates and standards. Work with team leaders, quality analysts, and management to identify training needs and areas for process improvement. Participate in calibration sessions to ensure uniformity in operations and understanding of quality parameters. Requirements (For Both Roles) : Prior experience in a similar role for a US process. Strong leadership and communication skills. Proficiency in process management tools and techniques. Flexibility to work in shifts as per US timings. 5 Days working Both Side Cabs available Interested candidates can connect over call at- 9569902470 #bpojobs #internationalprocess #USPROCESS #jobs2024 #voiceprocess #usteamlead #noidajobs #shrinkage #attrition #SLA #callquality

*Foreclosure-TL* *Job Description for Team Leader* *Job Title: Team Leader-Foreclosure* *Reporting to: Team Manager/Delivery Manager, Operations* *Location* - Mumbai *Skill combination* - Bankruptcy background + Excellent communication Salary - Upto 12 LPA *Notice* - 30-60 days *Skills* - End to end Foreclosure exp.+ Excellent comms skills Requirement - TL-5 *Min EXP.* -TL-6+Yrs Relevant) *Process* - Backend/Non voice *Shift* - US shift/5Days WFO *Objectives* The Team Leaders objective is to actively lead and motivate a team in accordance with laid down procedures to achieve and maintain requisite standards of quality and productivity. He / she will report to the Team Manager/Delivery Manager, Operations, who will be the first point of contact for any issues, questions, or concerns. Key Result Areas (KRAs) *Leadership:* 2 yrs. of team management experience. 2+ years of experience working with multiple investors for foreclosure. Managing all people related issues coordination with HR and internal leadership as required. Ability to identify the strengths and weaknesses of his / her team members and provide them with appropriate guidance and direction. Actively promote the company ethos and create and maintain an environment which encourages retention. Proactively Identify and implement feasible solutions to address issues which could lead to attrition. *Operations:* Interact with all relevant client stakeholders and ensure all KPI’s are delivered as per the set target. Prepare weekly/ daily /monthly MIS’s / MBR/ QBR and conduct reviews with client . Ensure all team members meet or exceed the productivity and quality targets and recommend corrective action necessary for underperformers. Take ownership of identification and resolution of daily operational, admin and technical issues. Manage and respond to all client escalations in a timely manner. Timely and accurate submission of all reports sought by the management or by the business area and ensure prominent levels of internal and external customer service. Monthly review and suggest revision of the quality and productivity targets based on the team’s performance, to improve overall process efficiency and deliver excellent customer service. Ensure all trainings are completed for self and teams ,nominate self and team members for additional trainings to improve skillset. Keep the Manager/ Leadership appraised of member’s needs, staffing issues, technical and performance issues. Conduct training for new hires as an when required. Mentor Foreclosure associates while assisting Manager with tasks such as scheduling, meetings, training, and creating a positive work environment. Assist Foreclosure associates dealing with escalated accounts and ensure necessary steps are taken to resolve them within established deadlines. Be available to Foreclosure associates when they need assistance. Meet department standards as they relate to daily productivity metrics. Perform side by sid quality review for new hires and existing employees. Assist Foreclosure Manager with review and compilation of investor, insurer, and client reporting requests as needed. Point of contact for new hires and existing employees Performs additional projects and duties as assigned by Management. *Teamwork:* Ability to create and maintain an environment that fosters teamwork, in which each member is an eager contributor. The Team Leader is expected each team member is a functional unit of a very cohesive team and share a close bond with their peers. Actively participate and encourage participation in Team/ Organizational events. *Continuous Improvement:* Consistent improvement upon current performances and raise the bar of expectations and standards. Contribution of ideas / suggestions which improve the process efficiency or enhance the way we work. Encourage and invite suggestions from the team and implement them if found feasible. *Appraisals:* Conduct and document appraisal reviews of the team members on at least a monthly basis. Provide regular and constructive feedback to individual team members focusing on their performance rather than the personality of the individual, in an unbiased and unprejudiced way. The Team Leader should be objective and specific while delivering feedback and avoid being general. To be open and receptive to feedback. *Qualification:* Graduate any discipline 4 - 5 years of experience in BPO, US Mortgage – Foreclosure -domain Minimum of 2 years in the team handling role *Skill Sets* Good interpersonal skills Prioritizing and Time Management Planning and Organizing Skills Good Knowledge of MS-office Flexibility to work in different shifts Acceptability by the team Good written and verbal communication US Mortgage Industry- Foreclosure- knowledge Able to meet goals and deadlines in a fast-paced environment.

Leading BPO in Bangalore/Gurgaon Hiring for SME/Subject Matter Expert International BFSI Voice Experience is Mandatory 5 Days working Shifts 24*7 Customer Service Process CTC UPTO 7.5LPA Require Either SME on Papers or Tenured Sr Executive on papers Looking for Immediate joiners ONLY Role and Key responsibilities: Groom new hires & provide floor support to enhance customer experience Real Time support to advisors and monitor performance Identify root cause issues and recommend solutions. Effectively monitor and evaluate performance. Provide appropriate Coaching, evaluation feedback to Advisors. Handle voice calls and chat within their skill set. Perform transaction monitoring evaluations. Create, maintain and execute coaching plans, ensuring up-skilling to meet and exceed performance targets Work collaboratively with customers to deliver high levels of First Contact Resolution and Customer Satisfaction Key Skills and knowledge: Excellent written & verbal communication skills Strong customer service aptitude Strong Excel & Analytical skills shall be an added advantage. flexible, sensitive and open minded when dealing with customers. Expertise & proficiency in Banking products preferably credit cards Experience handling voice and chat transaction. Knowledge of Quality metrics & guidelines Experience in coaching individuals via observation, feedback, mentoring and task demonstration Ensure the highest standards of service delivery are maintained, monitoring quality performance and providing feedback to team members. Conduct audits of processes and transactions to identify areas for improvement. Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123

Job description Greetings From Ienergizer Gurgaon !! Hiring for Team Leader Profile Location :- Pune Salary - 30k CTC Note :- Minimum 1+ yrs. of experience in team handling and total 3yr experience required from BPO Industry Only Graduate can apply 6 Days working 24*7 Shifts (Rotational Shifts) Walkin Interview :- Address- Walkin at Ienergizer IT services Pvt Ltd, Weikfield IT citi Infopark, Sakore nagar, viman Nagar, Pune. vascon weikfield, Behind Hyatt Hotel, Upper ground floor. Time -11am to 5pm Interested candidates can Share your Resume On Whatsapp - Vinali HR 7875666280, Ajit HR 9975000264 Regards HR Team Pune

Job Specifications Designation: Process Specialist & Subject Matter Expert (SME)/ Team Lead (TL) Role : Service Desk Technical Support Hiring Location : Pune Work Mode & Shift : WFO & US Shift Please find job description below for the role Summary: The Technical Help Desk Support (L1) is responsible for providing first-level technical support to our US-based clients. This includes answering phone calls, emails, and chat messages, as well as providing remote troubleshooting assistance. The ideal candidate will have strong technical skills and be able to communicate effectively with customers. Roles & Responsibility Answer phone calls, emails, and chat messages from clients regarding technical issues. Troubleshoot software and hardware problems. Escalate complex issues to the appropriate team members. Document all customer interactions in the ticketing system. Stay up to date on the latest technical developments. Provide excellent customer service. Must Have Min 2 + Years Experienced Customer & technical support. (Inbound calls / FCR - First Contact Resolution). Experience in Voice and email Support (US client). Strong customer service & Handling skills. Excellent written and verbal communication skills. (Language/Grammar Proficiency). Ability to work independently and as part of a team. Proficiency in Microsoft Office Suite. Familiarity with ServiceNow Ticketing tool. Knowledge of common technical troubleshooting tools and techniques. Knowledge of ITIL Framework is Required Please apply to express your interest in this opportunity

Dear Candidate, Greetings from SPOCTO-X!!!!!!!!!!!! We are hiring for Team Leader/ Assistant Manager (From Collection/Recovery Background ) Need Immediate Joiner Job Title- Team Leader Job Location: EPIP 2nd Phase, whitefield, 180 EPIP Zone, Bengaluru Requirements: Graduate in any stream. Minimum 1-4-year Experience. Advance excel, Excel based Macros, MS Excel VLookup, H Lookup, Pivot table, Data Analysis and Graphical representation of data. Ability to interact with multiple stakeholders both internal & External. Interested candidate can share their resume on the below mentioned number- Vinay Singh- 9914463025 Thanks and Regards, HR Team

Bankruptcy-TL Job Title: Team Leader - Bankruptcy Location - Hyderabad Skill combination - End to End bankruptcy+ Excellent communication skills Salary - upto 12LPA Notice - 30-60 days- Skills - Chapter 07 & 13, Chapter 13Plan, Boc, MFR.+ Excellent comms skills Requirement - TL-5 Min EXP . - TL-6+Yrs(Relevant) Process - Backend/Non voice Shift - US shift/5Days WFO Reporting to: Team Manager/Delivery Manager, Operations Qualification: Graduate any discipline 4 - 5 years of experience in BPO, US Mortgage Bankruptcy-domain Minimum of 2 years in the team handling role Objectives The Team Leaders objective is to actively lead and motivate a team in accordance with laid down procedures to achieve and maintain requisite standards of quality and productivity. He / she will report to the Team Manager/Delivery Manager, Operations, who will be the first point of contact for any issues, questions, or concerns. Key Result Areas (KRAs) Leadership: 2 yrs. of team management experience. 2+ years of expert in Bankruptcy (End to End). Managing all people related issues coordination with HR and internal leadership as required. Ability to identify the strengths and weaknesses of his / her team members and provide them with appropriate guidance and direction. Actively promote the company ethos and create and maintain an environment which encourages retention. Proactively Identify and implement feasible solutions to address issues which could lead to attrition. Operations: Interact with all relevant client stakeholders and ensure all KPI’s are delivered as per the set target. Prepare weekly/ daily /monthly MIS’s / MBR/ QBR and conduct reviews with client . Ensure all team members meet or exceed the productivity and quality targets and recommend corrective action necessary for underperformers. Take ownership of identification and resolution of daily operational, admin and technical issues. Manage and respond to all client escalations in a timely manner. Perform comprehensive legal research on bankruptcy laws, precedents, and regulations. Timely and accurate submission of all reports sought by the management or by the business area and ensure prominent levels of internal and external customer service. Monthly review and suggest revision of the quality and productivity targets based on the team’s performance, to improve overall process efficiency and deliver excellent customer service. Ensure all trainings are completed for self and teams, nominate self and team members for additional trainings to improve skillset. Keep the Manager/ Leadership appraised of member’s needs, staffing issues, technical and performance issues. Conduct training for new hires as an when required. Mentor Bankruptcy associates while assisting Manager with tasks such as scheduling, meetings, training, and creating a positive work environment. Assist Bankruptcy associates dealing with escalated accounts and ensure necessary steps are taken to resolve them within established deadlines. Be available to Bankruptcy associates when they need assistance. Meet department standards as they relate to daily productivity metrics. Perform side by side quality review for new hires and existing employees. Assist Bankruptcy Manager with review and compilation of investor, insurer, and client reporting requests as needed. Point of contact for new hires and existing employees Performs additional projects and duties as assigned by Management. Teamwork: Ability to create and maintain an environment that fosters teamwork, in which each member is an eager contributor. The Team Leader is expected each team member is a functional unit of a very cohesive team and share a close bond with their peers. Actively participate and encourage participation in Team/ Organizational events. Continuous Improvement: Consistent improvement upon current performances and raise the bar of expectations and standards. Contribution of ideas / suggestions which improve process efficiency or enhance the way we work. Encourage and invite suggestions from the team and implement them if found feasible. Appraisals: Conduct and document appraisal reviews of the team members on at least a monthly basis. Provide regular and constructive feedback to individual team members focusing on their performance rather than the personality of the individual, in an unbiased and unprejudiced way. The Team Leader should be objective and specific while delivering feedback and avoid being general. To be open and receptive to feedback. Skill Sets Good interpersonal skills Prioritizing and Time Management Planning and Organizing Skills Good Knowledge of MS-office Flexibility to work in different shifts Acceptability by the team Good written and verbal communication US Mortgage Industry- Bankruptcy- knowledge Able to meet goals and deadlines in a fast-paced environment.

Walkin Drive for Team Lead Operations position on 12th April in Pune! Walk-in Date: 12th April 2025(Saturday) Timings : 10Am - 3Pm Venue: Cotiviti India Pvt Ltd. Podium Floor, Binarius/Deepak Complex, Opposite Golf Course, Yerwada, Pune - 411006 Interested and eligible candidates are invited to attend a walk-in interview at the venue specified above, on the designated date and time. PRINCIPLE PURPOSE OF JOB The Team Lead manages and leads a team of Audit Support Assistants in CCV. Is responsible for communicating project goals to the team and works towards achieving the goals by monitoring team performance, ensuring adherence to company/project guidelines. JOB RESPONSIBILITIES Operations Management: Plans, schedules and coordinates the work of the department to achieve stated goals. Implements and utilizes metrics to monitor progress and ensures all activities are performed consistently within established company and audit guidelines. Effectively supervises assigned personnel, equipment operation and workflow. Serves as team lead and/or escalation path for data center, clients, providers, auditors, audit managers, and others by providing leadership and direction in responding to complex inquiries and solving complex operational problems. People Management: Maintains efficient workflow by holding direct reports accountable for quality and efficiency of work. Builds and maintains positive internal working relationships with all department employees by communicating in a professional manner. Provides visual and verbal support to team by remaining accessible and maximizing time on the floor on a daily basis communicating unavailability to staff in advance. Identifies concerns or grievances within team and works towards addressing them in a timely manner Performance Management: Provides guidance and effectively coaches employees to achieve desired results and overall performance, encouraging discussions for realistic achievement plans for long-term growth. Ensures all direct reports execute objectives by the use of a developmental plan/sixty (60) day plan and regular performance reviews; posting productivity, quality and deadline results. Maintains consistency in applying company and departmental policy decision by accurately and timely documenting employee files, including attendance, performance information, documented warnings, time off requests, coaching information, training information, etc. Verifies completeness and accuracy of work. Alerts manager of issues or concerns impacting quality and/or productivity and provides remediation in a timely manner. Leads Process Improvement Initiatives: Actively recommends system or process improvements or enhancements that will increase productivity, quality or cost containment. CORE COMPETENCIES Communicates with Impact Presents information and ideas in a thoughtful and compelling manner; is clear and concise in verbal and written communications. Shares information freely and speaks openly and honestly. Seeks to understand the perspectives of others. Drives and Delivers Results Sets clear priorities, takes action, stays focused, and overcomes barriers to deliver expected results. Leads Change Sees emerging patterns and opportunities, and adapts quickly and easily to new information, changing conditions or unexpected events. Facilitates and communicates change across the team or organization to drive adoption. Solves Problems and Makes Good Decisions Evaluates critical information needed to understand problems, determine probable causes, and develops workable solutions. Accurately assesses the costs, benefits, and risks associated with alternative courses of action and makes high quality and timely decisions. Lives Our Values Behaves in a way that consistently demonstrates commitment to Cotiviti values. ATTRIBUTES AND BEHAVIORS Develops and maintains positive working relationships with others. Shares ideas and information. Assists the team unprompted. Takes pride in the achievement of team objectives. Has credibility with team, peers and senior managers. Self-motivated driven to achieve results. Works with a sense of urgency. High customer service ethic is passionate about meeting customer as well as client expectations and improving service levels. Keeps pace with change acquires knowledge/skills as the business evolves. Handles confidential information with sensitivity. RELEVANT EXPERIENCE & EDUCATIONAL REQUIREMENTS Bachelor’s degree mandatory Should have at least 2 years’ experience as Team Lead / people management experience At least 3 years customer support experience in handling voice projects for US based client Experience in US Healthcare preferred Proficiency of MS Office (Word, Excel & Powerpoint) required. Must be detail-oriented and flexible to work in a fast-paced, dynamic environment. Knowledge of QC tools is mandatory Flexible to work in rotational shift

Role Summary: We are looking for an experienced and dynamic Team Leader- Operations to lead and manage a team of 15-20 members in a fast-paced international process environment. The ideal candidate will be responsible for managing team performance, driving productivity, quality, shrinkage, and attrition, while coaching and supporting team members to achieve business goals. The candidate should also have experience handling international processes and leading teams in a high-performing, 24/7 work environment. What you would be doing: Team Management: Leading and managing a team of 15-20 team members, ensuring the achievement of performance targets (Productivity, Quality, Shrinkage, Attrition). Performance Coaching & Development: Coaching new team members, conducting regular performance reviews, and providing feedback to help enhance team members' skills and productivity. Process Improvement & Recommendations: Reviewing current processes and recommending improvements to optimize overall team performance and Customer Satisfaction (CSAT). Training Needs Analysis (TNA): Identifying training gaps, addressing process issues, and designing plans to bridge gaps to ensure consistent team growth. Floor Support & Escalation Management: Providing ongoing floor support, managing live escalations, and ensuring smooth handling of issues in real-time. Target Achievement: Managing and ensuring that individual and team targets (IC targets, AHT) are met as per the given guidelines, segmented by tenure buckets. Reporting & Analysis: Monitoring and reviewing team performance data regularly to identify areas of improvement and taking corrective actions. Shift Flexibility: Working in a flexible 24/7 environment to provide consistent support and leadership. Qualifications & Skills: Experience: Minimum of 1+ years of experience in managing a team in an international process. Preferred Experience: Previous experience in handling hotel industry processes and leading teams in a customer service-oriented environment. Leadership Skills: Strong supervisory and team management skills, with the ability to motivate and manage team members effectively. Communication Skills: Excellent written and verbal communication skills in English. Technical Skills: Basic proficiency in computers, MS Excel, and relevant software. Organizational Skills: Highly organized, methodical, and capable of managing multiple tasks simultaneously. Flexibility: Comfortable working in a 24/7 work environment with the ability to adapt to changing business needs. Whats Expected: Ability to drive performance and team development in a high-pressure environment. A passion for improving team performance and delivering excellent customer service. Strong decision-making skills and the ability to handle escalations effectively. Additional Information: Work Environment: 5 days working, Work From Office (WFO), flexible shifts. Must Have: Previous experience in hotel industry processes is a must. Contact Person: Sonam Singh

Hi Job Enthusiasts!! Greetings from ShiningStars ITPL We are currently hiring for the role of Team Lead Customer Service (International E-commerce Voice Process) to join a leading global BPO brand based in Noida. This is an excellent opportunity for professionals who are passionate about leadership and customer excellence. Location: Noida Sec 135 Mode: Work from Office Shift: 24x7 rotational shifts Working Days: 6 days per week Role & Responsibilities: - Lead a team of customer support executives handling inbound and outbound voice interactions - Monitor daily operations to ensure KPIs such as AHT, CSAT, and resolution rates are met - Provide regular performance feedback, coaching, and mentoring to team members - Handle escalations efficiently and ensure timely resolution of customer concerns - Coordinate with Training and Quality teams to ensure continuous team improvement - Analyze performance reports and suggest process improvements - Ensure team adherence to company policies, shift schedules, and attendance norms - Conduct regular team huddles, briefings, and one-on-one sessions Key Requirements: - Graduation is mandatory - Minimum 2 years of overall BPO experience, with at least 1 year on paper as a Team Lead international. - Prior experience in handling international voice processes (preferably e-commerce domain) - Excellent communication skills in English (verbal and written) - Strong leadership, people management, and problem-solving skills - Must be flexible with rotational shifts and week-offs - Candidates with domestic BPO experience will not be considered Salary: - Up to 6.75 LPA (hike based on last drawn salary and performance in interviews) Perks & Benefits: - Quarterly performance-linked incentives (PLI) - Provident Fund (PF) - Employee State Insurance (ESI) How to Apply: Call or WhatsApp Homa at 9696714723 to schedule your interview. If your call goes unanswered, kindly send your resume via WhatsApp. Join our WhatsApp hiring channel for job alerts and updates: https://lnkd.in/dag_wY3c #TeamLeadJobs #EcommerceProcess #InternationalBPO #VoiceProcess #NoidaJobs #BPOCareers #LeadershipRoles #CustomerService #CareerGrowth #ApplyNow #BPOJobs #HiringNow #JobOpening #TeamManagement #JobSeekers #ShiftBasedJobs #ProcessImprovement #24x7Shifts #PerformanceIncentives #JobAlert

Deputy Manager (Intl Voice Process) Exp- 7+ Years (4+ Yrs as TL/AM on paper) Loc- Gurgaon Skills- Customer Service, Operations, Voice, Team handling, SLA, AHT, WFM, Client Mgt etc Pkg- 12 LPA Nancy-8586914964 Nancy.imaginators7@gmail.com Required Candidate profile Candidate should be avl for F2F Interview.

Job description Team Executive - Claims Adjudication Location : Chennai, Navalur Roles & Responsibilities: In-depth Knowledge and Experience in the US Health Care Payer System. 4 - 9 years of experience in Claims Adjudication . With over 1 year of experience as a Team leader Proven track record in managing processes, streamlining workflows and excellent people management skills. Need to be a people centric manager who could articulate the employee challenges to the management as well as motivate the team towards desired project goals. Circulate quality dashboards at agreed periodic intervals to all relevant stake holders Adhering to various regulatory and compliance practices. Maintaining and Ownership of reports both internal as well as for the clients. Presenting the data and provide deep insights about the process to the clients as well as Internal Management. Managing and co- ordinating training programs. Excellent in Coaching and providing feedback to the team. Take necessary HR actions as part of the Performance Improvement Process Key Performance Indicators Ensuring that the key Service Level Agreements are met consistently without any exceptions. Leverage all Operational metrices to ensure that the Revenue and Profitability targets are met and exceeded . Work in tandem with all Business functions to ensure smooth business process. Retention of key team members Interested Candidates share your CV - deepalakshmi.rrr@firstsource.com / 8637451071

Job description Team Executive - Claims Adjudication Location : Hyderabad Roles & Responsibilities: In-depth Knowledge and Experience in the US Health Care Payer System. 4 - 10 years of experience in Claims Adjudication . With over 1 year of experience as a Team leader Proven track record in managing processes, streamlining workflows and excellent people management skills. Need to be a people centric manager who could articulate the employee challenges to the management as well as motivate the team towards desired project goals. Circulate quality dashboards at agreed periodic intervals to all relevant stake holders Adhering to various regulatory and compliance practices. Maintaining and Ownership of reports both internal as well as for the clients. Presenting the data and provide deep insights about the process to the clients as well as Internal Management. Managing and co- ordinating training programs. Excellent in Coaching and providing feedback to the team. Take necessary HR actions as part of the Performance Improvement Process Key Performance Indicators Ensuring that the key Service Level Agreements are met consistently without any exceptions. Leverage all Operational metrices to ensure that the Revenue and Profitability targets are met and exceeded . Work in tandem with all Business functions to ensure smooth business process. Retention of key team members Interested Candidates share your CV - deepalakshmi.rrr@firstsource.com / 8637451071

Role & responsibilities Customer: Directs, manages & controls performance of the team, communicating and completing the assigned task/document Takes complete ownership of the aligned teams on their performance matrix Is highly customer oriented. Makes serious efforts at understanding client needs Operational Excellence: Monitors adherence of Service Level Agreement (SLAs) for the team specified by the Client / Process for TAT, Quality, Productivity & Attendance Cascades any important updates or information to the team in pre-shift briefings Audit documents and provides timely feedback to the employees as agreed with the Clients / Operations Conducts quality audits on weekly basis and draw up action plans for the advisors requiring coaching and development to achieve desired performance levels Tracks and controls attrition for his/her respective team Identifies process gaps and collaborates with the Client / Quality / training/WFM team to formulate solutions. Provides updates to Team Manager regularly with respect to the performance of the team and any issues faced by them Initiates CAP/DAP/EDP/Action pointers accordingly for disciplinary and performance issues Ensures efficient leave management of team Attends monthly calibration sessions with Quality, and Trainers to check alignment against the Quality standards People & Culture: Is an effective team player, can resolve conflicts effectively. Guides and supports the efforts of team members towards the achievement of the team objectives Maintains effective work behaviour in the face of pressure and setbacks. Successfully adapts to changing demands and conditions Enables development opportunities for team through participation in various initiatives Span

Looking for a candidate as a Team Leader for A BPO Company in Navi Mumbai/Mumbai Candidate must have exp. in Voice process & sales Team Leader on paper with 2+yrs exp. in International and domestic process is mandate interested candidate revert back. Required Candidate profile Conduct regular feedback and coaching sessions with team members. Drive the key client metrics and SLAs within the team members and ensure these are met Manage shrinkage and attrition at a team level