Job Description

Work Location: This is an On Site position and location is Bangalore. Build Your Future! Come join our thriving team as a Team Leader Operations! We are seeking ambitious, self- motivated and driven people just like you for a rewarding career in the customer service arena. Why should you consider us? Paid training Team-oriented work environment Growth opportunity Generous Incentive opportunity Comprehensive benefits package available: including medical insurance/ ESIC, paid time off and paid holidays! Transport facility (Depends on policy and shift) Responsibilities: A owner of the process and works towards achieving overall operational responsibilities rather than just getting the job done. Develops the team and & monitors the processes by utilizing team talents for the purpose of meeting goals. Proactively identify, define and solve the most complex problems that impact the functioning of the Team. Prepare and review weekly/monthly and annual reviews and administer with the team members Managing day to day operational tasks and an individual who believes in daily huddles as a mean to identify communication gap and process update requirements. Manage workflow, tracking team performance during the course of the day, deployment of resources on command and capacity planning. A driver of meeting production and quality goals on a real time basis. Discuss quality scores with agents and highlight common mistakes and maintaining the data for future comparison purpose. Daily FAQ's to be obtained from the team and cascaded to training manager to assist in building knowledge database and training material. Meeting all client SLAs. A detail and time oriented individual who believes and does the tasks and reports accurately and timely manner. Ideal Candidate Qualificaons: Bachelor's Degree Excellent people management skills and conflict management Minimum of 3 years experience in BPO & 1 year as a lead Customers focus and service orientation Motivational skills and positive attitude Ability to think creatively and challenge existing systems and processes Analytical & numeric skills Business sensitivity Problem resolution skills Ability to work under pressure and think on his/her feet Dynamic, results-oriented approach to work Adaptable, versatile & capable of managing changes