Team Leader - Back Office

Key Responsibilities:

• Manage the day-to-day Planning, operation and problem-solving of a team of 10-15 resources.
• Develop team to ensure delivery of consistently superior quality Ability to independently handle

transitioning of new procedures.

• Drive the team to be client/customer-focused, owns training and development to team.
• Take ownership of delivery service level components, quality and targets and drive and motivate the

team to achieve management goals.

• Effectively track and analyze the performance of individual team members and provide effective

coaching and feedback Compiling all External and Internal reports Act as the communication conduct

between team and management.

• Effectively implement HR and Operations policies, manage floor and drive people to adhere to schedule

Problem Resolution, as well as to make recommendations on process development based on analysis

and customer and team feedback.

• Performance feedback session to be provided to agents.
• Primary focus on CPM/SLA.
• One to one relation building.
• Analyze various reports including process dashboards & team performance reports.
• Motivating associates through effective management, career development & implementation of

reporting mechanism.

• Timely Submission of Operations Review
• Manage attendance and attendance incentive for the team.
• Attain SLA through effective management of the daily operations of the team.
• Conduct audits & share feedback with team members
• Will be responsible for managing the portfolio of clients.

Required Skills and Qualifications:

• Graduation is a must.
• 2 years as a Team Leader on papers in Back Office
• Should be willing to work in 24*7 working environment.
• Excellent verbal / written communication skills
• Good with Analytical skills / MS Excel / presentation skills

Please note that Provana is operational 5 days a week and works from the office.