Team Lead

6 days ago

Bengaluru, India Firstsource Full time

A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, UK, India, and Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.

To know more about Firstsource please visit our website www.firstsource.com


Job location : Bangalore

Position :Team Leader- Telecom process.

Division : BPO, 5 days working, Night shifts

Experience : 1-2 years as Team handling experience in Telecom process is must.


Role & responsibilities Operational

  • Leads a team of 12- 20 customer service associates and motivates them to achieve the team SLA
  • First level escalation point of contact for the local BU/Global Team
  • Responsible for the project execution, monitoring KPIs and Target compliance
  • Leads the team in ensuring compliance to provisions/commitments as stipulated in the Client Service
  • Monitor the team performance and provide regularly updates for specific KPIs, ensuring workload compliance and Develop and share knowledge with the team
  • Oversees effective resource allocation to meet both productivity and quality metrics
  • Documents issues as needed and ensures adherence to policy and procedures
  • Manages process, resources, and system applications
  • Follow standard practices and business procedures.
  • Performs ad hoc data analysis and participates on various process improvement as needed.
  • Validation and QA/QC Perform validation checks for operational processes and data inputs/outputs.
  • Responsible for complying the internal quality standard.
  • Validate that the information gathered from third-party sources represents accurate new data that should result in an update, creation, or deletion in existing data.
  • Perform functions as directed by the immediate superior and local office project lead.

Key Performance Indicators

  • Handles any escalations that an associate is unable to handle, solves process related queries and handles grievances.
  • Listens to calls and coaches the team to enhance performance.
  • Monitors the calls/chat taken by the associates and provides them feedback.
  • Interacts with the quality team to seek feedback on the teams performance and team quality scores.
  • Conducts monthly and confirmation appraisals for the associates by 7th of each month and provides them feedback.
  • Prioritizes and assigns work to associates and initiate corrective measures to resolve day- to- day work related problems including scheduling or adjusting overtime requirements, break management as necessary. Devises strategies to minimize attrition & absenteeism.
  • Organizes training program for the associates.
  • Interacts with other departments like HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements.
  • Holds team briefing and de- briefings before and after each shift.
  • Organizes weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs.
  • Initiates and administers the rewards and recognition program for the team.
  • Organizes the monthly team outings in coordination with the associates and the team members.


Preferred candidate profile:

12-18 months of team leading experience into a BPO preferably into Telecom process.

Candidates willing to work in night shifts need to apply

Graduate is must


Perks and benefits Best in the Industry


Contact details

Arul

Email-arul.mmm@firstsource.com

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