Team Lead - Operations - BPO/ITeS

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.