Specialist

Role Objective

To execute, manage processes and drive continuous improvements. The Pod Leads, besides being the PoCs for the process and managing a set of people, will be expected to process cases on a regular basis to keep themselves updated with any and all process related procedures. Therefore, the role will require candidates with a high degree of ownership and process improvement expertise.

Must have skills/ qualifications

• Minimum Graduate in streams of commerce, geography, management, mathematics, science, computers or engineering
• 3-5 years experience (including at least 1 year of managing teams) in similar environments / tech companies
• End-to-end ownership of the team.
• Manage efficiency & effectiveness of the given team
• Ensure the team meets the defined contractual SLA targets
• Evaluate operators performance by assigning quality ratings and provide feedback on errors
• Conduct and coordinate push-back discussions with QCers
• Calculate and publish daily reports review effectiveness and drive governance
• Generate and report insights by performing basic and advanced data analysis
• Perform RCAs and deep dive analysis on repeating/high severity issues
• Contribute to process/product improvement initiatives and work on implementing solutions
• Providing floor support and sharing best practices on product, processes and policy
• Ensure smooth policy rollouts and conduct refreshers
• Be proactive in identifying the training needs of the labelers in the team
• Excellent communication skills
• Ability to provide direction and guidance to Agents
• Excellent Process and People management skills
• Team and Client Management