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Hiring - Team lead Operations

1.00 to 3.00 Years   Hyderabad   16 Aug, 2022
Square BPO Services Pvt Ltd
Job LocationHyderabad
EducationNot Mentioned
SalaryRs 2.0 - 4.0 Lakh/Yr
IndustryBPO / Call Center
Functional AreaCustomer Service (Domestic)
EmploymentTypeFull-time

Job Description

    Roles and Responsibilities:
    • Ensure capability of the team is sufficient to fulfil operational needs.
    • Further, develop teams capabilities, encourage coach and mentor team.
    • Prioritizing work, taking into consideration skills required and estimated time to complete tasks. Assigning to appropriate team members and assisting them as necessary with the execution.
    • Provide hands on support to team when and where required.
    • Ensure that the ongoing operational needs of the team are matched by appropriate staff development.
    • Focal/escalation point for issues.
    • Assist the Supervisor as and when required, provide backup support for the Supervisor when they are unavailable
    • Ensure that all business-critical issues are escalated promptly to ensure that service level agreements and escalation procedures are met within agreed deadlines
    • Act as liaison between team and Management
    • Continuously monitor all outstanding incidents / requests and action appropriately to ensure that agreed standards are consistently achieved.
    • Develop, implement and ensure processes, procedures and standards are followed.
    • Establish parameters for and monitor work quality and performance metrics to review the teams performance to improve client service.
    • Conduct root-cause analysis to identify issues and prevent future incidents.
    • Should have working knowledge of AHT and WFM.
    • Primary focus on achieving SLA.
    • Motivating associates through effective management, career development & implementation of reporting mechanism.
    • Timely Submission of Operations Review
    • Preparing roster and manage shrinkage
    • Conduct audits & share feedback with team members
    • Monitor team performance and report on metrics
    Desired Candidate Profile:Education Qualification : Any GraduateExp : min 1 year on paper as Team leaderSalary : up to 4LPAPerks and Benefits
    • Wonderful Opportunity to Work with Indias leading Healthcare TPA
    • ESI
    • PF

Keyskills :
team leadingteam handlingteam managementwfmshrinkageahttl operationsteam leader operations

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