Team Leader

Key Responsibilities:

• Manage the day-to-day Planning, operation and problem-solving of a team of 15-20 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 delivering service level components, quality and targets and drive and motivates 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.

Preferred Candidate Profile

• 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 before applying read the JD thoroughly this opening is only for people from back office domains will be preferred ( property & Casualty, Insurance, Mortgage & Underwriting )

People from customer service backgrounds ( Chat, Email, Voice, Technical, Sales, Gaming & Content Moderation ) are not eligible for this opportunity

Interested candidate can share their resume on vidhi.pal@provana.com