Team Lead- Hyderabad

Role & responsibilities

Manage the day-to-day operations in accordance with requirements and SLAs set out in the MSA. Prompt identification and resolution of Service delivery issues including implementation of preventative measures. Transition management during set up phase or expansion phases
Provide exceptional people management, mentorship and career development to members of your team, including managers and reps, achieve low attrition levels and high employee engagement Drive Operations teams to deliver continuous improvement and productivity/quality gains Flag and escalate business risks timely to client Routinely audit agents for their metrics and work. Coaching and feedback based on these audits must be documented and shared Analyze information and utilize to build recommendations to reduce errors and improve process performance Create and maintain tracking reports in relation to performance Monitor Site performance against key business metrics like Productivity, Accuracy, Project Baseline Targets, Quality Score, QC Accuracy, Staff Utilization Accountable to provide timely and efficient service to clients; review the operations and take proactive measures to avoid escalations, ensure team understands how to leverage resources to address issues, and delegate workload across the leadership team Actively initiate, drive and participate in Outlier Management, Quality initiatives, process change initiatives, Six SIGMA/Lean/Kaizen activities, etc. Analyze information and utilize to build recommendations to reduce errors and improve process performance Calibrate with the client quality team to ensure consistent delivery of quality assurance, creating and maintaining performance reporting

Preferred candidate profile

* Worked with International BPO, Voice/Non Voice

* Excellent Communication Skills

* Knowledge on Attrition, Shrinkage, KPI'S, Metrics

* Prepared WBR, MBR Reports.

* Have knowledge on Google Sheets/ Excel

* Dealing with clients/ stakeholders.