Job Description

City
Chandigarh

State/Province
Chandigarh

Country
India

Department
Service Delivery

Date
Thursday, November 9, 2023

Working time
Full-time

Ref#
20031837

Job Level
Executive Manager

Job Type
Experienced

Job Field
Service Delivery

Seniority Level
Associate

Description & Requirement

About Xerox Holdings Corporation
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we\xe2\x80\x99ve expanded into software and services to sustainably power today\xe2\x80\x99s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients \xe2\x80\x94 no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore our commitment to diversity and inclusion.



Job Title: Team Leader \xe2\x80\x93 BPO (Delivery Account Operations Associate Professional) Shift: General (Day Shift)

• Handle a team of 30-40 Team Members performing Data Indexing/Capture/Validation tasks.
• Achieving KPIs and Goals set by Management consistently
• Manage team\xe2\x80\x99s performance, hygiene, and handle people issues
• Manage Team Performance by utilizing appropriate tools like BQ Management, EWS etc
• Leave Management - should be able to manage shrinkage and maintain a healthy work life balance for the team
• Manage Team and Production Reporting (Daily, Weekly, Monthly, adhoc)
• Knowledge Sharing - Share updates & feedbacks received from client with team.
• Build and encourage a culture of inclusion and growth mindset
• Identify (and encourage) Improvement Ideas and act upon it
• Be able to take prompt in decisions and agile as per the situation
• Support on Customer Feedback resolution and Escalation Management
• Able to Draft and Maintain Operational SOPs and other process documents in line with company standards and guidelines like ISO 27001
• Should be comfortable and ready to work in shifts
• Can work in high pressure environment, dealing with multiple priorities and passionate about customer success

Key Deliverables:

• Timely Delivery (SLA)
• Quality assurance
• Process Adherence
• Attrition Management
• Coaching
• Recruitment
• Documentation

Skills

• Knowledge of MS Office \xe2\x80\x93 Good Excel a must, among other MS Office Applications like PowerPoint
• Comfortable using Communication Tools like Outlook and Teams
• Working knowledge of reporting and dashboards
• Power BI, SQL, and Strong Excel Skills will be an added advantage in this role
• Good people manager
• Good Communication both written and verbal
• Effectively communication skills (Client interaction is limited but sometimes needed in certain areas)

Educational Qualification

• Graduate a must
• Business Admin Diploma/certificate will be an added advantage Any other certifications or courses in relevant fields

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