Job Description

Job description
BASIC PURPOSE:
The team leader will manage the people, processes, and stakeholders for a given process. Manage day-to-day planning, thus ensuring that the teams consistently deliver on speed and accuracy within the agreed SLA frameworks (Productivity/TAT/accuracy)
ESSENTIAL FUNCTIONS:
Ability to lead team size of 50+ associates.
Ability to listen and communicate effectively.
Should be able to direct team's effort to meet the set process SLAs consistently.
Basic understanding of Quality concepts like Lean & waste identification
Ensure relevant processes are followed on the operational floor.
Conduct calculations to determine the staffing requirements every quarter. This calculation should be shared with the Managers.
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.
Participate in calls with the client to understand expectations, provide feedback and reports and resolve queries or escalations.
Identify, facilitate, and implement process improvement initiatives to improve efficiency.
Measure and review the Quality and productivity of the team and provide one to one feedback to ensure high quality and discipline.
Handle customer complaints and escalations efficiently.
Manage team absenteeism, attrition, attendance, breaks and conduct.
Drive Customer Service positively and motivate team members to provide great customer service.
REPORTING RELATIONSHIPS: Associate & Senior Associates
QUALIFICATIONS:

• Minimum 5 to 7 years of experience with 2 years experience as Team Leader

• Bachelor's degree - any stream.

• Process Transition Experience will be an added advantage.

• Should have good knowledge of MS Excel, Power Point and Word.

• Excellent communication skills.