Team Leader - Operations

Job Description :-

·         Domain and Industry Knowledge - Strong business knowledge, problem solving mechanism, understand business drivers. Well versed with Ms-Office, Reports and MIS skill, Analytical thoughts and Presentation Skill.

·         People (Team) Management – Strong in people management; roster supervise a team of associates, providing guidance, coaching and motivation. Deliver constructive feedback and individual coaching sessions to close skill-will gaps and positive improvement.

·         Operational/Workflow Management – Team rostering and tracking, shift and productive time adherence, manage daily workflow panning and optimization to ensure high productivity and accuracy, SLA management, conduct daily team huddles to communicate targets, instructions, updates and performance focus areas, users tracking and time utilization. This includes allocating work, monitoring progress, handling escalations, able to manage superior deliverables in crisis situations/workflow. Attrition Management,

·         Reporting and Compliance – Ownership of preparation and execution of Daily/Weekly/Monthly Reports/MIS preparation, MBR deck, etc.. Need to drive Writer values and mission. Ensure all operations comply with internal policies and external regulations.

·         Process Improvement – Identify gaps in current workflows as well as during daily operational and implement continuous improvement initiatives to boost efficiency and result oriented mechanism (Analytical Thinking, Lean, RCA, CAPA, etc.); AHT and cost optimization, business improvement, change management, SOP preparation and training management.

·         Stakeholder Coordination - Calibrate quality standards regularly with clients and internal stakeholders. Perform continuous engagement with HR, Quality, IT, Infra, etc. internal teams to resolve queries, gaps and streamline inter-departmental tasks. Escalation Composure: Staying calm and professional when dealing with irate clients or customers.

·         Business Improvement :- AHT reduction, productivity improvement, resource/cost optimization to perform better margin as per internal management. Need to manage SLA, CSAT/NPS as per client expectation to focus the role on continuous improvement and process excellence which help to drive additional business opportunity and overall business improvement.