Children Senior Team Leader

21 hours ago

Bangalore, India Firstsource Full time
Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specializes in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes. We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, and India. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals. Job Title: Team Lead-Operation
Experience : Min 4 years of experience in Banking- Backend Process.

The Team Manager is responsible for the proactive management, coaching and motivation of their team, through effective resource management, work allocation, monitoring and reporting.

They are accountable for delivering excellent customer service, in line with agreed SLA’s and call volumes whilst resolving any queries quickly, accurately and in a compliant manner whilst ensuring a fair outcome for our Members..

Manage workloads and call volumes through the effective use of Management Information and planning to deliver optimum performance whilst ensuring all SLA’s, targets and KPI’s are achieved within budget.
· Manage, develop and coach team members to enable them to operate to their full potential through effective 1-1’s, coaching and effective performance management; Responsible for delivering local change and process improvements whilst acting as an advocate of the department strategy.
· Develop creative solutions that enable informed decisions to be made that will be viable for the business.
· Work within your peer group to ensure full delivery of departmental SLA’s, KPI’s and objectives.
· Effective use of MI, planning and forecasting tools to ensure appropriate resource allocation against predicted workload and critical processes taking future recruitment needs into consideration.
· Full implementation and execution of required management and regulatory controls e.g. Arc Controls, Training & Competence and Audit actions to the agreed frequency. Qualifications, Experience, and Knowledge:
· The capability to manage a team of people is essential, proven experience is desirable.
· The ability to motivate people and inspire them to achieve their full potential
· Computer literate, MS office essential
· Commercial awareness and business acumen
· Capable of effective time management and workload prioritisation
· Excellent communication and interpersonal skills through multiple channels e.g. telephone, letter, webchat

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