Graduate in any stream (BA / BCOM / BSC / BBA), Post-Graduation / MBA would be an added advantage. If you have 3-5 years of work experience in BPO / KPO, 2-3 years of experience in international (US / UK) voice-based projects. Please refer to the job advert for further information.
Team Leader – Operations
- Meet Client and Organization objectives at the team level.
- Analyze variation and take improvement actions by motivating and counseling specialists and able to give feedback.
- Observe individual transactions/calls and monitor to find best practices and improvement opportunities.
- Managing the floor ensuring consistency, adherence, and discipline.
- Participate in planning and execution of work for self and team.
- Report performance and escalate problems.
- Query resolution and client escalation.
- To maintain the attrition level to the minimum thereby maintaining high employee motivation level & continuous employee development.
- To be involved & contribute to the implementation of performance and quality improvement initiatives.
- Report performance and escalate problems
- Interaction with the client through e-mail and phone
- Adherence in maintaining and circulating the necessary reports to internal departments and to the client
- To participate in the internal and external Calibration sessions and report feedback.
Behavioral Competencies:
Communication and Presentation Skills: Effectively communicating to large number of people at the same time and creating interest and excitement in the subject while gaining the trust and enthusiasm of the audience. Good presenters put energy into their presentations and make their audience feel consulted, questioned, challenged and stimulated.
Teamwork and Interpersonal Skills: Displays a high-level of effort and commitment towards supporting team. Demonstrates responsible behavior towards teammates. Works with others to achieve goals.
Adaptability : Adaptability is the ability to adapt to and work with a variety of situations, individuals and groups. It is about being able to think on your feet, and not being disconcerted or stopped by the unexpected.
Leadership Skills : Successfully influencing the activities of a group towards the achievement of a common goal and the ability to influence others through qualities such as personal charisma, expertise, command of language, and the creation of mutual respect.
Analytical Thinking and Decision Making : Bringing disciplined analysis to data and situations, to see cause and effect and taking appropriate decisions that are consistent with available facts, constraints, and probable consequences.
Communication and Presentation Skills: Effectively communicating to large number of people at the same time and creating interest and excitement in the subject while gaining the trust and enthusiasm of the audience. Good presenters put energy into their presentations and make their audience feel consulted, questioned, challenged and stimulated.
Teamwork and Interpersonal Skills: Displays a high-level of effort and commitment towards supporting team. Demonstrates responsible behavior towards teammates. Works with others to achieve goals.
Adaptability : Adaptability is the ability to adapt to and work with a variety of situations, individuals and groups. It is about being able to think on your feet, and not being disconcerted or stopped by the unexpected.
Leadership Skills : Successfully influencing the activities of a group towards the achievement of a common goal and the ability to influence others through qualities such as personal charisma, expertise, command of language, and the creation of mutual respect.
Analytical Thinking and Decision Making : Bringing disciplined analysis to data and situations, to see cause and effect and taking appropriate decisions that are consistent with available facts, constraints, and probable consequences.
Functional Competencies;
Proficiency in MS Office and Internet: A skill to be familiar with the technical tools like MS Office and internet which is used to generate information and analysis for decision making.
Knowledge of Transaction Monitoring : Is an approach for monitoring synchronous and asynchronous transactions designed to meet applicable QMS standards, client and end user requirements both at campaign and advisor level
Coaching and Feedback : Coaching refers to the continuous or frequent administration of feedback in a way that optimizes employee performance.
Knowledge of Transaction Monitoring : Is an approach for monitoring synchronous and asynchronous transactions designed to meet applicable QMS standards, client and end user requirements both at campaign and advisor level
Coaching and Feedback : Coaching refers to the continuous or frequent administration of feedback in a way that optimizes employee performance.
Process Related Knowledge : Demonstrates an understanding of knowledge specific to a technical & professional field of client’s business through the application of related procedures, principles, theories or concepts.
Client SLAs and internal metrics: Understanding of the client’s expectations in terms of the key client deliverables and internal metrics to measure the process performance.
Qualification:
Client SLAs and internal metrics: Understanding of the client’s expectations in terms of the key client deliverables and internal metrics to measure the process performance.
Qualification:
- Graduate in any stream (BA / BCOM / BSC / BBA)
- 3-5 years of work experience in BPO / KPO
- 2-3 years of experience in international (US / UK) voice-based projects
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