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Unit Manager Operations- TEAM LEADER - (CHAT PROCESS)

4.00 to 6.00 Years   Bangalore   21 Sep, 2022
Ara Resources Private Limited
Job LocationBangalore
EducationNot Mentioned
SalaryRs 7 - 8 Lakh/Yr
IndustryBPO / Call Center
Functional AreaIT Operations / EDP / MIS
EmploymentTypeFull-time

Job Description

    Roles :Unit Manager Operations- TEAM LEADER - (CHAT)Responsibilities:Lead a team span of 14 - 20 associatesDirect all activities in the departmentConsistently reach business-defined performance indicators with urgency and commitmentResponsible for achieving and monitoring team quality (online and offline), customer satisfaction,meet/exceed business plan financial commitments (unit cost)Conduct regular process reviews to identify improvementsMotivate employee performance and continuously develop talent though encouragement,feedback and coachingServe as a role model in a culture of accountability, integrity and respectPromote an environment of open communicationManagement Skills:Takes immediate and independent action to resolve issues or problems when they ariseAbility to make sound decisions that reflect good judgmentExceptional performance management abilitiesAbility to collaborate, build relationships and work across the organization in a multisite matrixoperations environmentAbility to plan for projects and initiatives by identifying risks and assumptionsSuperior execution skills with attention to detail and focus on clear, realistic action steps andtimelines including capacity planningAbility to probe beyond symptoms to determine the underlying causes of problemsEducation and Experience:Minimum 2 years of team leader experience required on paper.Preferably have abachelors degreeor equivalent experiencePreferably 4+ years experience in International BPO.Chat operations experience is a plus for contact center requirementAnalytical skills Ability to measure and monitor KPIs, set SMART goals, Coaching needs, identifytrends, track productivity, accuracy etc.Audit and Compliance - Ability to identify and mitigate emerging risksExcellent communication skills (written, verbal and interpersonal)Familiarity and understanding of financial industry preferredExtremely organized. Strong multitasking and time-management skillsA demonstrated passion for learning and developing employees at all levelsPreferences:Must possess good verbal and written communication skills to include proficiency with grammar,spelling and punctuationMust possess good analytical skillsDependable with proficient attention to detailMust possess superior observation skills and the ability to function in a fast-paced environmentwhere standards of quality and timeliness are establishedMust be goal orientedPreferred Personal Attributes:Highly motivated & self-drivenResult orientatedCustomer orientatedAnalytical thinkingShift of operations:US Day/India Night - Rotating shift with work on Saturday/Sundays. 5-day work week.Location: Bangalore

Keyskills :
international bpoteam leadingteam managementchat process

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