Team Lead

2 weeks ago

Pune, India R3 Consultant Full time

BASICPURPOSE:

The Teamleader will be Managing the People Process and Stakeholder for agiven process. Manage daytoday planning thus ensuring that theteams consistently deliver on speed and accuracy within the agreedSLA frameworks(Productivity/TAT/accuracy)

ESSENTIALFUNCTIONS:

  • Abilityto lead team size of 15 to 20associates.
  • Abilityto listen and communicateeffectively.
  • Shouldbe able direct the teams effort to meet the set processSLAsconsistently.
  • Basicunderstanding of Quality concepts like Lean& wasteidentification
  • Ensurerelevant processes are followed on the operationalfloor.
  • Conductcalculations to determine the staffing requirements on aQuarterly basis. This calculation should be shared withtheManagers.
  • Managedaytoday planning thus ensuring that the teams consistently deliveron speed and accuracy within the agreed SLAframeworks.
  • Manageand optimize workflows (pipeline and individual work queues)throughappropriate.
  • Participatein calls with the client to understandexpectations provide feedback and reports and resolve queries orescalations.
  • Identifyfacilitate and implement process improvement initiatives to improveefficiency.
  • Measureand review Quality and productivity of the team and provide one toone feedback to ensure high quality anddiscipline.
  • Handlecustomer complaints and escalationsefficiently.
  • Manageteam absenteeism attrition attendance breaks andconduct.
  • DriveCustomer Service positively and motivate team members to providegreat customerservice.

REPORTINGRELATIONSHIPS:

Associate & SeniorAssociates

QUALIFICATIONS:

  • Minimum5 to 7 years of experience with 2 years experience as TeamLeader
  • Bachelorsdegree anystream.
  • ProcessTransition Experience will be an addedadvantage.
  • Shouldhave good knowledge of MS Excel Power Point andWord.
  • Excellentcommunicationskills.

CRITICALCOMPETENCIES FORSUCCESS:

Skills:

  • Planning/OrganizationSkills Prioritize and plan work activities effectively andefficiently strong

organizationand communication.

  • InterpersonalSkills Must be able to work cooperatively and respectfully withcolleaguesto

achieveobjectives.

  • ProblemSolving Skills Demonstrate ability to analyze a problem through toresolution.
  • OwnershipDemonstrate attention to detail accuracy and thoroughness of tasksassigned;

monitorwork and provide qualityoutput.

  • AdaptabilityManage competing demands and changingpriorities.
  • SupportsCareer Development Assists and develops other staff members bysharing knowledge

andskills.

  • Demonstratesinitiative and attention to detail along with strong analyticalskills.

Abilities:

  • Abilityto communicate clearly and professionally across a broad corporatelandscape.
  • Abilityto prioritize and show flexibility as needed.
  • Abilityto work under deadline pressures while maintaining a positive workenvironment.

Behaviors:

  • Demonstratedependability initiative and accountability.
  • Demonstratecompany loyalty by supporting company goals and enforcement andmodeling of companypolicies.
  • Communicateand work in a respectful supportive manner with allteammates.

WORKCONDITIONS:

  • Mustpossess comfort in learning training and engaging with othersvirtually through Microsoft

Teams andZoom

  • Must beable to perform the essential functions of the job with or withoutreasonable

accommodation.

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