Team Leader

2 days ago

Vadodara, India AIS business solution Full time

Job Description

- Manage Voice process team s KRA goals and target achievement.
- Share Scorecard within the team and enable individual awareness on their KRA goals, targets, and their current stand.
- Arrange team meetings and discuss operational issues and ways to achieve operational excellence.
- Take ownership of cases keeping track & following up on escalated cases and ensure progress of cases through backlog review.
- Notify/discuss with manager on cases that requireassistance, or which need to be managed politically.IdentifyKnowledgebase availability & create/publish new Knowledge Base Articles.Jointly responsible, along with the manager, toidentifycandidates for PIP and plan for refresher training.To train people on topics those areby the escalation leads.
- Haveappropriate successionplanning in place for critical roles (like SME, Supervisor, Trainer) so that associates can be groomed up the ladder.
- Should be able to effectively lead conflict management in their team and resolve issues.
- Daily Management of shiftAdministrative management of associatesWork allocation to associates.Monitoring and mentoring associates on productivity, quality, and knowledge.

LANGUAGE REQUIREMENTS

- Required English Ability Level Business Fluent Required Hindi/Gujrati Ability Level Business Fluent

QUALIFICATIONS:

- Graduate preferably with 5 10 years of experience in the international voice process.
- Preferred 2-3 years experience in team managementfor a span of 20+ associates
- Proficient in MS ExcelExcellent communication and leadership skills
- A self-motivated person with the ability to motivate the associates.
- Good people management skills.
- Bachelor s degree in any discipline. (Post graduateFinancial/ Legal/ Accounting / Banking / Insurance / Computer application/Project management/

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