Team Leader Operations | Back Office / Voice

Job Description:

BASIC PURPOSE:

The Team leader will be Managing the People, Process and Stakeholder for a given process.  Manage day-to-day planning, thus ensuring that the teams consistently deliver on speed and accuracy within the agreed SLA frameworks  (Productivity/TAT/accuracy)

ESSENTIAL FUNCTIONS:    

• Ability to lead team size of 15 to 20 associates.
• Ability to listen and communicate effectively.
• Should be able direct team’s effort to meet the set process SLA’s consistently.
• Basic understanding of Quality concepts like Lean & waste identification
• Ensure relevant processes are followed on the operational floor.
• Conduct calculations to determine the staffing requirements on a Quarterly basis. This calculation should be shared with the Manager’s.
• Manage day-to-day planning, thus ensuring that the teams consistently deliver on speed and accuracy within the agreed SLA frameworks.
• Manage and optimize workflows (pipeline and individual work queues) through appropriate.
• Participate in calls with the client to understand expectations, provide feedback and reports and resolve queries or escalations.
• Identify, facilitate, and implement process improvement initiatives to improve efficiency.
• Measure and review Quality and productivity of the team and provide one to one feedback to ensure high quality and discipline.
• Handle customer complaints and escalations efficiently.
• Manage team absenteeism, attrition, attendance, breaks and conduct.
• Drive Customer Service positively and motivate team members to provide great customer service.

REPORTING RELATIONSHIPS: 

Associate & Senior Associates

QUALIFICATIONS:

• Minimum 5 to 7 years of experience with 2 years experience as Team Leader
• Bachelor’s degree – any stream.
• Process Transition Experience will be an added advantage.
• Should have good knowledge of MS Excel, Power Point and Word.
• Excellent communication skills.

CRITICAL COMPETENCIES FOR SUCCESS:

Skills:

• Planning/Organization Skills – Prioritize and plan work activities effectively and efficiently, strong organization and communication.
• Interpersonal Skills – Must be able to work cooperatively and respectfully with colleagues to achieve objectives.
• Problem Solving Skills – Demonstrate ability to analyze a problem through to resolution.
• Ownership – Demonstrate attention to detail, accuracy and thoroughness of tasks assigned;monitor work and provide quality output.
• Adaptability – Manage competing demands and changing priorities.
• Supports Career Development - Assists and develops other staff members by sharing knowledge and skills.
• Demonstrates initiative and attention to detail along with strong analytical skills.

Abilities:

• Ability to communicate clearly and professionally across a broad corporate landscape.
• Ability to prioritize and show flexibility as needed.
• Ability to work under deadline pressures while maintaining a positive work environment.

Behaviors:

• Demonstrate dependability, initiative, and accountability.
• Demonstrate company loyalty by supporting company goals and enforcement and modeling of company policies.
• Communicate and work in a respectful, supportive manner with all teammates.

WORK CONDITIONS:

• Must possess comfort in learning, training, and engaging with others virtually through Microsoft Teams and Zoom
• Must be able to perform the essential functions of the job, with or without reasonable accommodation.