Process Lead

7 days ago

Mumbai, India Firstsource Full time

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 Summary : A Team Lead should be a subject matter expert evidenced by currently working in live production and exceeding all productivity and quality goals. Ability to train and facilitate new recruits into live production anytime during their tenure. Prior experience in the sub process will be an added advantage.

Job location : Mumbai

Position :Team Leader-US Voice Customer Service

Division : BPO

Operational

  • Leads a team of 12- 20 customer service associates and motivates them to achieve the team’ SLA
  • First level escalation point of contact for the local BU/Global Team
  • Responsible for the project execution, monitoring KPIs and Target compliance
  • Leads the team in ensuring compliance to provisions/commitments as stipulated in the Client Service
  • Monitor the team performance and provide regularly updates for specific KPIs, ensuring workload compliance and Develop and share knowledge with the team
  • Oversees effective resource allocation to meet both productivity and quality metrics
  • Documents issues as needed and ensures adherence to policy and procedures
  • Manages process, resources, and system applications
  • Follow standard practices and business procedures.
  • Performs ad hoc data analysis and participates on various process improvement as needed.
  • Validation and QA/QC – Perform validation checks for operational processes and data inputs/outputs.
  • Responsible for complying the internal quality standard.
  • Validate that the information gathered from third-party sources represents accurate new data that should result in an update, creation, or deletion in existing data.
  • Perform functions as directed by the immediate superior and local office project lead.

Key Performance Indicators

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 calls/chat 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.

Contact details

Padmapriya

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