Operations Team Lead
2 days ago
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-
-
LEAD School | Group Product Manager
2 hours ago
bangalore, India LEAD School Full timeJob descriptionJob Title: Group Product ManagerLocation: BangaloreJob Type: Full-timeAbout LEAD?LEAD is a groundbreaking, tech-driven learning system on a mission to transform the educational landscape in India. Following our last funding round, we've proudly achieved Unicorn status, a testament to our innovative approach and the impact we're making. We...
-
Operations Team Lead
6 days ago
Bangalore Urban, India Firstsource Full timeAbout 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...
-
Operations Team Lead
6 days ago
Bangalore Urban, India Firstsource Full timeAbout the CompanyA 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...
-
Security operations center team lead
1 month ago
Bangalore, India Flexera Full timeAbout Flexera Flexera delivers industry-leading technology value optimization solutions that enable you to inform your IT so you can transform your IT. From on-premises to the cloud, you get the IT asset data you need to right size, reallocate spend, reduce risk and maximize ROI. Our innovative technology has consistently positioned us as a Leader in the...
-
Security Operations Center Team Lead
2 months ago
bangalore, India Flexera Full timeAbout FlexeraFlexera delivers industry-leading technology value optimization solutions that enable you to inform your IT so you can transform your IT. From on-premises to the cloud, you get the IT asset data you need to right size, reallocate spend, reduce risk and maximize ROI. Our innovative technology has consistently positioned us as a Leader in the...
-
Firstsource | Operations Team Lead
2 days ago
bangalore, India Firstsource Full timeAbout 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...
-
Firstsource | Operations Team Lead
6 days ago
bangalore, India Firstsource Full timeAbout the CompanyA 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...
-
bangalore, India LEAD School Full timeSenior Curriculum Manager - EnglishLocation: Mumbai / Bangalore / DelhiAbout us:LEAD is the market leader and the first edtech UNICORN of 2022. It is the fastest-growing School EdTech company in India. Fortune has recognized us as one of India’s top 24 Employers of the Future in June 2022. We partner with Affordable Private Schools across the country and...
-
bangalore, India LEAD School Full timeSenior Curriculum Manager - English Location: Mumbai / Bangalore / Delhi About us: LEAD is the market leader and the first edtech UNICORN of 2022. It is the fastest-growing School EdTech company in India. Fortune has recognized us as one of India’s top 24 Employers of the Future in June 2022. We partner with Affordable Private Schools across the country...
-
Team Lead Manager
2 days ago
Bangalore, India Durga Bearings Company Private Limited Full timeJob Profile: Team Lead Manager Company: Durga Bearings Co. Pvt Ltd Location: Bangalore (Full-Time) About Us: Durga Bearings Co. Pvt Ltd is a 45-year-old leading distributor of all types of bearings in India. With a robust network of branches across the country, we are committed to delivering quality products and exceptional service to our customers. Key...
-
Team lead
2 weeks ago
Bangalore, India Slice Full timeAbout the team “Mo’ money, Mo’ problems” - well, not really. In fact, “Mo’ money, mo’ calculations” and “Mo’ calculations, Mo’ geniuses”. If you feel a rage coming in whenever someone uses a calculator - we’re looking for your kin. Needless to say, the Finance team makes sure everything money runs smooth and butter. About...
-
Team Lead
4 months ago
bangalore, India slice Full timeAbout the team“Mo’ money, Mo’ problems” - well, not really. In fact, “Mo’ money, mo’ calculations” and “Mo’ calculations, Mo’ geniuses”. If you feel a rage coming in whenever someone uses a calculator - we’re looking for your kin. Needless to say, the Finance team makes sure everything money runs smooth and butter.About the roleIn...
-
Team Lead
4 months ago
bangalore, India slice Full timeAbout the team “Mo’ money, Mo’ problems” - well, not really. In fact, “Mo’ money, mo’ calculations” and “Mo’ calculations, Mo’ geniuses”. If you feel a rage coming in whenever someone uses a calculator - we’re looking for your kin. Needless to say, the Finance team makes sure everything money runs smooth and butter. About the...
-
Team Lead
1 month ago
Bangalore, India slice Full timeAbout the team “Mo’ money, Mo’ problems” - well, not really. In fact, “Mo’ money, mo’ calculations” and “Mo’ calculations, Mo’ geniuses”. If you feel a rage coming in whenever someone uses a calculator - we’re looking for your kin. Needless to say, the Finance team makes sure everything money runs smooth and butter. About...
-
Team Lead
3 months ago
bangalore, India slice Full timeAbout the team “Mo’ money, Mo’ problems” - well, not really. In fact, “Mo’ money, mo’ calculations” and “Mo’ calculations, Mo’ geniuses”. If you feel a rage coming in whenever someone uses a calculator - we’re looking for your kin. Needless to say, the Finance team makes sure everything money runs smooth and butter. About the role ...
-
Team Computers | Presales Consultant
4 weeks ago
bangalore, India Team Computers Full timePresales Consultant Networking and Data Centre.Title - Presales Consultant NetworkingLocation-Bangalore/ChennaiJob Description -The role holder will be responsible for leading customers on analysis of networking requirements and resulting pre-sales/solution architecture for those customers - both new and existing. This is a lead pre-sales architecture and...
-
Team Computers | Presales Consultant
4 weeks ago
bangalore, India Team Computers Full timePresales Consultant Networking and Data Centre.Title - Presales Consultant NetworkingLocation-Bangalore/ChennaiJob Description-The role holder will be responsible for leading customers on analysis of networking requirements and resulting pre-sales/solution architecture for those customers - both new and existing. This is a lead pre-sales architecture and...
-
Team Computers | Presales Consultant
4 weeks ago
bangalore, India Team Computers Full timePresales Consultant Networking and Data Centre. Title - Presales Consultant Networking Location-Bangalore/Chennai Job Description - The role holder will be responsible for leading customers on analysis of networking requirements and resulting pre-sales/solution architecture for those customers - both new and existing. This is a lead pre-sales architecture...
-
bangalore, India Flexera Full timeAbout Flexera Flexera delivers industry-leading technology value optimization solutions that enable you to inform your IT so you can transform your IT. From on-premises to the cloud, you get the IT asset data you need to right size, reallocate spend, reduce risk and maximize ROI. Our innovative technology has consistently positioned us as a Leader in the...
-
bangalore, India Flexera Full timeAbout FlexeraFlexera delivers industry-leading technology value optimization solutions that enable you to inform your IT so you can transform your IT. From on-premises to the cloud, you get the IT asset data you need to right size, reallocate spend, reduce risk and maximize ROI. Our innovative technology has consistently positioned us as a Leader in the...
