Job Description

• Must have excellent product knowledge.
• Should have the maturity and experience to manage his/her team members and serve as a strong second line.
• Should have the required expertise and analytical skills to provide strategic process improvement inputs - (operational excellence).
• Ownership on Quality performance of delivery.
• Should be open to work 24/7.
• Attrition & Absenteeism management & Ownership for control.
• To own, drive and develop the team members for being effective in their role.
• Need to work towards enhancing the customer experience and overall service delivery.
• Meeting client expectation and process metric.

Responsibility:

• To motivate, develop and mentor team members in a dynamically changing environment. 
• Monitor projects/transactions and provide qualitative/constructive feedback to the team members/Team Leaders. 
• Answer operations related queries from the client. 
• Drive process performance to achieve and exceed SLA deliverable. 
• To create a conducive and stimulating environment for the teams to accomplish their goals. 
• Manage expectations of his/her team members and proactively should be able to sense their needs. 
• Represent the organization and participate in client visits and reviews. 
• Ability to drive process, performance & transformation.
• Maintain delivery dashboards with analysis.
• To be a part of the client calibration call to have better understanding of the process and for continuous improvement.

Candidate Specifications & Qualification:

Any Graduate/Post Graduate
Excellent verbal communication in English
5 Years of experience in Domestic/International BPO
should have prior experience/knowledge in Domestic/International inbound & outbound voice process
should be currently designated as TL in the current / last organization

Languages: English/Hindi/Technical Skills/System knowledge/MS Office