Team Leader

2 months ago

Thane, India Quantanite Full time
Job Description

Job Context:

We are looking for an experienced Team Leader who has prior experience managing teams in Back-Office BPO Operations (non-voice). The ideal candidate will have strong leadership capabilities and would have a good understanding of back-office BPO operations. Initially, the working hours will be during the night shift. However, the ideal candidate would be able to adapt to changes in the work hours from time to time.

Job Responsibilities:

  • Manage the day-to-day planning, execution of plans and operations of the team.
  • Ensure team members deliver on his/her Service Level Agreements (SLAs) and achieve Key Performance Indicators (KPI) targets.
  • Work closely with the team of associates, motivating and coaching them towards success, and ensuring Quantanite values are embedded into their regular work.
  • Ensure team members are adhering to the company policies, procedures and compliances.
  • Ensure training and development plans are maintained for all team members.
  • Manage the fair and consistent application of Quantanite performance management and disciplinary measures, as necessary with appropriate documentation.
  • Lead and inspire the team to deliver excellent levels of individual/team performance and client satisfaction.
  • Support the Operations Manager(s) to highlight operational risks and areas for improvement.
  • Escalate any appropriate difficulties to senior management upon exhausting proper escalation channels.
  • Ensure that information security guidelines are followed for all assigned accounts.

Qualifications

Education: University Graduate (under any academic discipline)

Experience:

  • 2+ years or experience in Back-Office BPO Operations.
  • Must have team leading experience

Functional/Technical skills:

  • Strong English Communication Skills
  • Presentation Skills
  • Job & Process Knowledge
  • Very Good Knowledge of Spreadsheet and Excel
  • Conducting MBR & WBR

Behavioral Competencies:

  • Problem Solving
  • Decision Making
  • Coaching and Mentoring
  • People Management
  • Empathy
  • Process Innovation

Working Hours: 8:30 PM to 5:30 AM (Work from office). Must be able to adapt with changes in work hours from time to time.



Additional Information

Employment Benefits:

  • Highly competitive salary
  • Provident Fund
  • Gratuity
  • Health Insurance
  • Well-defined career growth opportunities

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