Team Manager/Team Leader – Operations

Gratitude Inc

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2 years ago

Team Manager/Team Leader – Operations

1-2 Year(s)

6 - 7 Lacs p.a

Pune

Job Description

Key Skills

Team Leader

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Hiring for Team Leader/ Team Manager - Operations

salary Package upto 7 LPA

Location Pune

Responsibilities

Manage day-to-day planning, thus ensuring that the teams consistently deliver on speed and accuracy within

the agreed SLA frameworks

● Manage and optimize workflows (pipeline and individual work queues) through appropriate resource planning and utilization

● Monitor breaches and complaints to ensure smooth functioning in accordance to the pre-set deadlines,

procedures and service standards

● Participate in calls with the onshore stakeholders to understand expectations, provide feedback and reports

and resolve queries or escalations

● Identify, facilitate and implement process improvement initiatives to improve efficiency

● Execute business transformation activities within the team

● Achievement and maintenance of competence, defined by the company’s Training and Competence (T&C)

Scheme

● Coordinate with the L&D team to conduct needs analyses and facilitate/impart skills trainings for the team

● Coordinate with the Onshore BAs / Process Leaders to conduct needs analyses and facilitate/impart process related training for the team

● Liaise with Business Planning & MI team where required for resource planning

● Report on team performance, customer feedback and daily activities

● Liaise, coordinate and manage relationships with other departments and onshore teams

● Monitor and manage leaves, attendance, breaks, attrition, etc for the team

● Co-ordinate with internal support functions to help resolve issues for the team

● Participate in the recruitment process of new Executives

● Lead, develop and coach Team Members and Process Leaders

● Implement the rewards and recognition program

● Prepare periodic and accurate MI reports for internal and external reporting purposes;

● Conduct periodic performance appraisals and feedback sessions for Team Members and Process Leaders

● Has supervisory or people management responsibility, with a particular emphasis on maximizing the

performance of those that work for them.

● Is responsible for an element of business unit performance i.e. SLA and Regulatory frameworks.

● Champions TCF among the team, ensuring it is built into all relevant objectives.

● Highlight/Escalate issues within the team and aim for resolution

● Attain all regulatory certification as per role requirement

Key Results Areas:

● Service delivery by the team within the agreed SLA frameworks

● Ensure adherence to Standard Operating Principles

● Team attrition and leaves within check

● On-time and accurate reporting

● Execution of business transformation activities within the team

● Process improvements, new business projects and other initiatives

Other Desired Skill Set

● Excellent communication skills, including verbal with proper grammar

● Ability to work under pressure

● Self motivation

● TCF (Treating Customer Fairly) Competence

● Flexibility with Shifts Timings and Week-offs

Role

Any Other

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Process

Non-Voice

Functional Area

Any Other

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Inzam Shabdeen

Recruiter - Gratitude Inc

NA, sri lanka

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