Team Leader - Operations

• Manage Voice process team s KRA goals and target achievement.
• Share Scorecard within the team and enable individual awareness on their KRA goals, targets, and their current stand.
• Arrange team meetings and discuss operational issues and ways to achieve operational excellence.
• Take ownership of cases keeping track & following up on escalated cases and ensure progress of cases through backlog review.
• Notify/discuss with manager on cases that requireassistance, or which need to be managed politically.IdentifyKnowledgebase availability & create/publish new Knowledge Base Articles.Jointly responsible, along with the manager, toidentifycandidates for PIP and plan for refresher training.To train people on topics those areby the escalation leads.
• Haveappropriate successionplanning in place for critical roles (like SME, Supervisor, Trainer) so that associates can be groomed up the ladder.
• Should be able to effectively lead conflict management in their team and resolve issues.
• Daily Management of shiftAdministrative management of associatesWork allocation to associates.Monitoring and mentoring associates on productivity, quality, and knowledge.

LANGUAGE REQUIREMENTS

• Required English Ability Level Business Fluent Required Hindi/Gujrati Ability Level Business Fluent

QUALIFICATIONS:

• Graduate preferably with 5 10 years of experience in the international voice process.
• Preferred 2-3 years experience in team managementfor a span of 20+ associates
• Proficient in MS ExcelExcellent communication and leadership skills
• A self-motivated person with the ability to motivate the associates.
• Good people management skills.
• Bachelor s degree in any discipline. (Post graduateFinancial/ Legal/ Accounting / Banking / Insurance / Computer application/Project management/