Operations Team Lead

4 days ago

Bangalore Urban, India Firstsource Full time

About the Company

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, the 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


Job location : Bangalore

Position : Team Leader

Looking at candidates with minimum 1 year of Team handling experience

Shift- Australian



Responsibilities

  • Leads a team of 12-20 customer service associates and motivates them to achieve the team’s SLA.
  • Consistently achieves all KPI's and SLA's set by the clients with strict adherence to Quality parameters.
  • Floorwalks regularly for at least 5 ½ hours per day to supervise, coordinate, and monitor the activities of customer service associates to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.
  • 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 Chats/calls taken by the associates and provides them feedback.
  • Interacts with the quality team to seek feedback on the team’s 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.


Qualifications

Graduation


Required Skills

  • Strong organizational, planning and analytical skills.
  • Basic arithmetic and statistical skills for analysis of data and generation of reports.
  • Problem solving skills.


Contact details

Neelam Sharma

Email-

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