Team Lead - International Process

Location

Pune | India

Job description

Greetings from Right Move!!!!

We are looking for a Team Lead - International Process for one of our esteemed clients in Pune having experience into Team Lead, Team Handling, Voice Process experience as well

Exp: - 5+ years of exp overall, 2+ yrs of on paper as TL

Process: International Process 

Location: Pune

Shifts: - Rotational Shifts

Job Description:-

Role & Responsibilities:

· Ensure the SLA's and KPI Targets as specified by the client are met consistently.

· Coaching and developing team members to drive performance and behaviors, including providing the Services in accordance with the Performance Standards and the Service Levels.

· Dealing with Cases escalated by team members & Clients

· Complete end to end understanding of Product / Process knowledge

· Hiring & Training of new team members

· Ensuring that Team members comply with all Client & Mphasis regulatory policies and procedures

· Comply to all ISO & ISMS related protocols

· Facilitating flow down of information (e.g., policies, procedures) to all Team members

· Preparing service quality plan including quality control, assurance & improvement for the agents to create comprehensive quality program for the process

· Conduct coaching and feedback session for team members

· Conduct daily / Weekly / Monthly huddles & meetings

· Maintain staffing requirements as specified from time to time

· Control attrition through employee engagement activities

· Leading and participating in projects

· Ensuring alignment between Client and Mphasis by regularly attending calibration/coaching excellence sessions

· Monitoring results and KPI data to drive performance and Team member behaviors including team goals

· Conduct periodic appraisals of team members

· Publish daily, weekly & Monthly reports

· Engage with different departments within the organization (HR, Recruitment, Admin, Transport etc) to ensure smooth functioning of the process

Skills required:

· Graduation with minimum 3 yrs experience in International BPO

· Strong team management skill – Experience of managing a team as a 'Team Coach, Quality analyst, Subject Matter Expert'

· Good understanding of key Voice – Outbound (customer service) operations metrics

· Good interpersonal skills

· Good analytical skill

· Good knowledge of Excel (Core Statistics, Trend Analysis, Trending, Ratio Analysis, Formulas etc.)

· Good planning skills

· Knowledge of at least one coaching principle (SMART, GROW)

· Knowledge of Six Sigma, LEAN, T&M preferred

· Strong team building capabilities

· Strong communication skills and a high degree of energy

· Good balance between people, process & clients

· Excellent communication skills, both verbal and written

· Good client management & relationship building skills

· Flexible about work content, timing and location and able to work independently with clients and colleagues

· Should be ready to work in multiple / night shifts.

*We are looking for candidates who can join us within 30 days*

If you find this interesting and in line with your career aspiration, please share your CV on [HIDDEN TEXT] or call on 8799914031

Signature: -

Thanks & Regards,

Shruti K

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