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Sr. Team Lead / Assistant Manager Operations

2.00 to 5.00 Years   Pune   21 Sep, 2019
Qualitas Global QA Labs
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaSales / BD
EmploymentTypeFull-time

Job Description

About Qualitas Global - With offices across Europe & India, Qualitas Global is a fast growing Mobile Games QA & Development services firm. With a team strength of close to 180 people, we also work on Video & Image Tracking.As a six sigma driven organization with great emphasis on quality & processes, we identify, adopt & implement industry-wide best practices in order to improve test effectiveness & productivity. About The Profile - We are looking for a preferably female candidate to manage the process of close to 150 people. The right candidate should be able to work both Day & Night shifts & should be capable of quickly learning new a new industry / process.Required Candidate profile

  • To manage the day to-day planning, operation and problem-solving of a team of agents / testers.
  • To help the team meet with the required service level components, achieve standards set by the customer, to develop the team to ensure delivery of a consistently superior customer experience, and to be the communication interface between the customer and the company.
  • People Management, including all HR related issues, as well as staff development.
  • Operational Management.
  • Managing the floor, adherence to schedule and deadlines, employee s attendance management and problem resolution.
  • learning a new process and monitoring work, coaching and feedback, training and grooming of staff, compiling reports on the team s performance and customer feedbacks, work very closely with team members to solve customer problems.
  • Also needs to understand agents problems and weaknesses and address these. Offers solutions and suggestions for process and product improvement to management.
  • Required to make decisions on any matters relating to improving revenue generation & customer satisfaction.
Communication Skills, Supervision Skills, Team Management,

Keyskills :
productivity feedback customersatisfaction generation revenue revenuegeneration atisfaction product agent li

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