Operations Lead- Contact Centre/ BPO

1 week ago


Bareilly, India Movate Full time

POSITION: - Team Leader - Operations

LOCATION: - Chennai, India

JOB PROFILE:-

  • Educate/Remind & Review their respective team/individuals on their KRA goals & targets.
  • Share Engineer Scorecard within the team and enable individual awareness on their KRA goals, targets and their current stand.
  • Arrange for team meetings and discuss operational issues and ways to achieve operational excellence.
  • Manage team’s KRA goals and target achievement.
  • Take ownership of cases – political or technical, keeping track & following up on escalated cases.
  • Ensure progress of cases through backlog review.
  • Notify/discuss with manager on cases that require technical assistance or which needs to be managed politically.
  • Identify Knowledgebase availability & create/publish new Knowledge Base Articles.
  • Jointly responsible, along with the manager, to identify candidates for PIP and plan for refresher training.
  • To train engineers on topics those are identified by the escalation leads.

DESIRED PROFILE:-

A mature goal-oriented professional with

  • Overall experience of 5-6 Years
  • 1-2 years managing technical support
  • Ability to manage Client relationships
  • Team/ people management,
  • Proven track record in
  • Resource Management (Roistering / Scheduling / Case Management),
  • Metrics Management,
  • Goal setting (KRA),
  • Conduct Reviews

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