Come work at The Allied Outsourcing. We work for prestigious US Law Firms. We are looking for an experienced Team Leader to manage our team. As a Team Leader, you will manage the day-to-day operations of your team. This includes making sure that each of your teammates delivers on their Service Level Agreement (SLA) and achieves their Key Performance Indicators (KPIs).A critical part of the role is to train and development of your team by conducting team huddles, coaching sessions, and recognizing weaknesses - so you can offer solutions to help them improve and grow.

Apply today!

Responsibilities

1 Drive the performance of a team of consultants in meeting and exceeding all KPI targets.

2.    Set clear team goals and oversee the day-to-day operations. Solve the operational issues or escalate to the leadership.

3.    Ensure that the employees are aligned to the workload and efficiently utilized. Make sure productivity, utilization and quality standards are met.

4.    Monitor team performance and report on metrics to the team, leadership, and Client. Track team members production, quality, and skill level, providing corrective feedback and coordinating further training.

5.    Managing shrinkage and controlling attrition by training, career development & staff motivation

6.    Build deep and strong expertise of the process so that you can monitor, coach and lead the team effectively.

7.    Train new joiners and discover training needs of existing team members and provide coaching

8.    Listen to team members’ feedback and resolve any issues or conflicts

9.    Recognize high performance and reward accomplishments

10 Analyze existing systems and processes to identify gaps and opportunities for cost/quality/process improvements

11. Schedule shifts and rotations to meet capacity commitments and headcount needs per shift.

12.  Solve increasingly complex problems & effectively delegate to develop and groom team members for succession planning

13.  Support the sales team with PPTs and operational inputs.

Desired Candidate Profile

1.    Graduate

2.    Min 2 years experience as Team leader for International BPO voice process.

3.    Excellent communication skills. Written & vocal

4.    Strong critical thinking, problem solving, and decision-making skills, risk identification and solving.

5.    Strong organizational, planning, and analytical skills.

6.    Good in reporting and presentation.

7.    Proven Track record of managing a work-from-home team in a rotational 24/7 environment.

8.    We would prefer candidates in and around Thane.