Team Leader - Opreations / BPO

Position Statement / Purpose:

A team leader is someone who provides direction, instructions and guidance to his team, for the purpose of achieving BU goal and SLAs. An effective leader will know his team members strengths, weaknesses and motivations.

Key Deliverables (Key Result Areas):

• Stakeholder Management
• Communication Skills
• Client-facing skills
• Problem Solving Skills
• Ability to work as one team
• Adaptability
• Work under pressure
• Team Management

• Project Management-

  Knowledge of Project life cycle and implementation skills.

• Stakeholder Management:

  Ability to connect and influence Internal and External Stakeholders to understand and fulfil their requirement.

• Communication skills:

  Good communicator and the ability to make complex solutions presentable in a simple and easy to understand language.

• Client-facing skills:

  Ability to work with people at multiple levels.

• Problem Solving Skills:

  Should be able to listen and work with clients to fully understand their challenges.

• Ability to work as one team:

  Operate as a team and not in silos

• Adaptability:

  Understanding of new technologies and platforms.

• Work under pressure:

  Ability to work in a dynamic & pressure environment

• Team Management:

  Confident to drive the team independently

Key Performance Measures and KPIs:

• Delivering 100% as per SLA and SOP for the allocated zones
• Maintain and continuously improve the Service Quality of the Process
• Resolving customer complaints, challenges that are raised in his allocated zones.
• Accountable for team & people management, workload planning, process adherence and building team capability.
• Anticipates and meets the needs of both internal and external customers.
• Manage the entire shift for the allocated Zones. Forecast Staffing and Scheduling of activities for the team.
• Managing Attrition and Absenteeism of the team.
• Conduct monthly One-On-Ones and Annual PMS for the team
• Motivate and inspire team members, so that they can deliver beyond all constraints. Lead team building activities. Resolve team conflicts if any.
• Encourage creativity, risk-taking, and constant improvement of Team/ Process
• Manage/ identify material (Hardware and Software) on the floor as per requirement and raise it to the Logistics team. Identify Technical or IT related constraints if any and raise it to Operations Manager

Performance

• Experience of 3 or more years of independently handling the team
• Domain knowledge - Any one of BFSI/ Ecommerce/ Automotive/ Fintech/ Payment Wallets etc.
• Excellent Verbal and Written communication skills.
• Analytical Approach & Logical Reasoning
• SLA customer satisfaction/ VOC

• Education:

• Graduate in any stream or equivalent

• Work Experience:

• 3+ years of experience
• Technical
• Knowledge mobile browser testing (preferred)
• Knowledge of monitoring

• Behavioural/Soft Skills :

• Effective communication skills and ability to articulate properly

Regards,

Yadhni Nadkar