Job Description

[{"Salary":"5Lacs - 9.99Lacs" , "Remote_Job":false , "Posting_Title":"Team Lead - BPS Operation" , "Is_Locked":false , "City":"Pune" , "Industry":"Health Care","Job_Description":" Job Title: Team Leader Job Code: (For HR Dept.) Reports to: Asst Manager or Manager Department: BPS Revision Date: 01-2025 BASIC PURPOSE: The Team leader will be Managing the People, Process and Stakeholder for a given process. Manage day-to-day planning, thus ensuring that the teams consistently deliver on speed and accuracy within the agreed SLA frameworks (Productivity/TAT/accuracy) ESSENTIAL FUNCTIONS: Ability to lead team size of 15 to 20 associates. Ability to listen and communicate effectively. Should be able direct teameffort to meet the set process SLAconsistently. Basic understanding of Quality concepts like Lean waste identification Ensure relevant processes are followed on the operational floor. Conduct calculations to determine the staffing requirements on a Quarterly basis. This calculation should be shared with the Manager. Manage day-to-day planning, thus ensuring that the teams consistently deliver on speed and accuracy within the agreed SLA frameworks. Manage and optimize workflows (pipeline and individual work queues) through appropriate. Participate in calls with the client to understand expectations, provide feedback and reports and resolve queries or escalations. Identify, facilitate, and implement process improvement initiatives to improve efficiency. Measure and review Quality and productivity of the team and provide one to one feedback to ensure high quality and discipline. Handle customer complaints and escalations efficiently. Manage team absenteeism, attrition, attendance, breaks and conduct. Drive Customer Service positively and motivate team members to provide great customer service. REPORTING RELATIONSHIPS: Associate Senior Associates QUALIFICATIONS: - Minimum 5 to 7 years of experience with 2 years experience as Team Leader - Bachelordegree any stream. - Process Transition Experience will be an added advantage. - Should have good knowledge of MS Excel, Power Point and Word. - Excellent communication skills. CRITICAL COMPETENCIES FOR SUCCESS: Skills: Planning/Organization Skills Prioritize and plan work activities effectively and efficiently, strong organization and communication. Interpersonal Skills Must be able to work cooperatively and respectfully with colleagues to achieve objectives. Problem Solving Skills Demonstrate ability to analyze a problem through to resolution. Ownership Demonstrate attention to detail, accuracy and thoroughness of tasks assigned; monitor work and provide quality output. Adaptability Manage competing demands and changing priorities. Supports Career Development - Assists and develops other staff members by sharing knowledge and skills. Demonstrates initiative and attention to detail along with strong analytical skills. Abilities: Ability to communicate clearly and professionally across a broad corporate landscape. Ability to prioritize and show flexibility as needed. Ability to work under deadline pressures while maintaining a positive work environment. Behaviors: Demonstrate dependability, initiative, and accountability. Demonstrate company loyalty by supporting company goals and enforcement and modeling of company policies.