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 require assistance , or which need to be managed politically. Identify Knowledgebase availability & create/publish new Knowledge Base Articles. Jointly responsible, along with the manager, to identify candidates for PIP and plan for refresher training. To train people on topics those are by the escalation leads.
• Have appropriate succession planning 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 shift Administrative management of associates Work 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 management for a span of 20+ associates
• Proficient in MS Excel Excellent 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 graduate Financial/ Legal/ Accounting / Banking / Insurance / Computer application/Project management/

LANGUAGE SKILLS:

• Ability to read, analyze and interpret the most complex documents.
• Ability to respond effectively to the most sensitive inquiries or complaints.
• Ability to write emails, speeches and articles using original or innovative techniques or style.
• Ability to make effective and persuasive speeches and presentations on controversial or complex topics to top management, public groups and clients.

• Ability to choose the right mathematical methods or formulas to solve a problem.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals quickly and correctly.

• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.