Process Lead

7 days ago

Mumbai, Maharashtra, India Firstsource Full time

A leading provider of customized Business Process Management (BPM) services, Firstsource is a trusted partner to 100+ top brands with global presence.

We offer solutions covering the entire customer lifecycle across various verticals, including Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance.

Our clients include Fortune 500 & FTSE 100 companies.

About Us

Firstsource is a part of RP Sanjiv Goenka Group. To know more about us, visit our website www.firstsource.com

Job Summary

A Team Lead should be an expert in their domain, demonstrated by working in live production and consistently meeting productivity and quality goals.

They must be able to train and facilitate new recruits into live production at any time during their tenure. Prior experience in the sub-process will be an added advantage.

Responsibilities

  • Lead a team of 12-20 customer service associates and motivate them to achieve team SLA.
  • Serve as the first level escalation point of contact for the local BU/Global Team.
  • Be responsible for project execution, monitoring KPIs and target compliance.
  • Ensure team compliance to provisions/commitments as stipulated in the Client Service Agreement.
  • Monitor team performance and provide regular updates on specific KPIs, ensuring workload compliance and knowledge sharing.
  • Oversight effective resource allocation to meet both productivity and quality metrics.
  • Document issues as needed and ensure adherence to policy and procedures.
  • Manage process, resources, and system applications.
  • Follow standard practices and business procedures.
  • Perform ad hoc data analysis and participate in process improvement initiatives.
  • Validate operational processes and data inputs/outputs.
  • Comply with internal quality standards.
  • Verify accuracy of information gathered from third-party sources.
  • Perform tasks directed by the immediate superior and local office project lead.

Key Performance Indicators

Handles escalations that associates cannot handle, resolves process-related queries, and addresses grievances.

Listens to calls and coaches the team to enhance performance.

Monitors calls/chat taken by associates and provides feedback.

Interacts with the quality team to seek feedback on team performance and quality scores.

Conducts monthly and confirmation appraisals for associates by the 7th of each month and provides feedback.

Prioritizes and assigns work to associates, initiating corrective measures to resolve day-to-day work-related problems, including scheduling or adjusting overtime requirements, break management as necessary.

Develops strategies to minimize attrition and absenteeism.

Organizes training programs for associates.

Interacts with other departments like HR and administration to develop and maintain effective rapport and resolve issues and inquiries pertaining to policies, statutory compliances, and administrative requirements.

Holds team briefings and debriefings before and after each shift.

Organizes weekly team meetings to update associates on process changes, quality issues, and team SLA and KPIs.

Initiates and administers rewards and recognition programs for the team.

Organizes monthly team outings in coordination with associates and team members.

Salary

Estimated salary: ₹800,000 - ₹1,200,000 per annum, depending on location and experience.

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