Recruiter - Human Resources at Hapstive Services
Views:881 Applications:89 Rec. Actions:Recruiter Actions:24
Team Lead - Operations - BPO/ITeS (5-10 yrs)
Team Lead Operations India BPO/ITES
- Team lead will be responsible for leading and managing his team to drive daily production, ensure best in class quality and CSAT thereby oversee day to day operations.
- The role will involve responsibility to critically analyze information, monitor and manage performance. It would need one to drive continuous improvement towards meeting and exceeding targets.
- Generate and present reports relating to team and business performance.
- It would involve leading by example and be hands on to develop, coach, train, induct and formally appraise employees to set performance standards.
- To recognize achievements and work with the employee in addressing performance issues as well as being engaged with them.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Provide coaching and feedback to the team specifically on process with CSAT and efficiency as key parameters
- Review quality feedback and drive the team towards best quality and containing escalations
- Work with other operational and support functions
- Initiate and implement action plans to improve bottom quartile performance
- Ensure consistency with performance management and address concerns where required
- Handle Day to day employee and customer relationship management & client escalations
- Monitor and manage daily workflow and staffing needs and manage department metrics and goals like SLA & ASA, email Resolution & TAT
- Address employee concerns with behavior, look into the employee's needs when it comes to administrative tasks
- Manage attrition and absenteeism as well as groom and develop a succession plan for next level
- Drive hygiene among the team members in terms of on TOS, tardiness
- Flexible to work in early morning shifts or in any shifts
- Preference over Female candidates
- Preference over currently serving NP/immediate joiners.
Please apply with your updated profile and we will reach you back if your profile matches our requirements.