Urgent opening For Team Lead/ Assistant manager - Operations

Team Lead / Assistant Manager - Operations

Educational Qualification: Graduate/post-graduate in any discipline

Experience: 5 - 10 Years of relevant experience with minimum 3 years of experience with managing a team of 6 -10 employees.

Note-Candidates from BPO and KPO industry would be the ideal fit for this position.

Interested candidate can share Resumes to shanthini.l@ttkservices.com

Location: Remote

Shift: Day / Night

Summary: Team Lead is responsible for understanding client business and requirements. Team Lead would also act as a coordinator and manage a team of executives to perform activities for clients. The job requirement needs to be goal oriented, possesses exceptional attention to detail and have a business financial acumen. This role requires an individual with excellent analytical abilities and to act as a role model/leader to the team. The successful candidate would be a self-starter and comfortable with problem solving in an ambiguous environment.

Key Responsibilities:

• Manage day to day lead responsibilities for team size of 7 10 associates. Ensure that client expectations are met by the team members as per the SLA committed by the organization.
• Devise strategies and plans to achieve the team goals and targets. Coaching team members to minimum work standards and providing them with continuous support.
• Track quality levels of the service provided by the team; Responsible to monitor and drive the business to increase revenue and margins.
• Develop team goals and metrics that allow for accurate measurement and traction towards solving a business problem, achieve buy-in from a broad spectrum of stakeholders and actively report progress on the goals.
• Thrive and operate in the variable and grey environment by addressing situations of low workload forecast, varying customer priorities, changing the mix of workload which will impact productivity bar and cross-skilling of resources for most optimum throughput management.
• Create workload forecasting models and resource management models in order to balance goal delivery versus responsible hiring.
• Maintain daily operation number-driven focus for self and team on all service queues under the ownership, to identify variances promptly and deploy mid-course corrections where required, in order to meet set goals.
• Identify new business and partnering opportunities.
• Responsible to ensure that the team members are motivated, and attrition is at minimum levels especially for key talent.
• Set the right bar for the associates on organization values and culture.

Candidate Profile:

• Experience and strong interest in operations, proven ability to define effective, efficient and scalable processes and drive continuous improvement through root cause identification and defect elimination.
• Strong customer service attitude, critical thinker, excellent negotiation and problem-solving skills.
• Ability to solve complex and ambiguous problems and perform cost benefit trade-offs.
• Strong people management skills.
• Extraordinary communication, presentation and persuasion skills demonstrated success in buy-in for an innovative, bold and strategic vision.
• Willingness to roll up sleeves and do what is necessary to meet team goals.
• Strong bias for action and dive deep; ability to juggle multiple priorities and effectively deliver in a fast-paced dynamic environment.