Job Description

Process Lead
Night shift: 06.00 pm -3.30 am
Responsibilities:

• Manages a team of 3-4 Account clients with a team size of 7-10 FTEs.
• Managing team and ensuring the productivity and quality SLA are adhered.
• Led weekly catch-up calls with the client and resolved the queries of the team. Sharing the Minutes of the meeting with the client.
• Ability to work under pressure In a fast-paced environment
• Able to manage customer escalations and complaints
• Able to manage, motive, mentor, coach, and develop a team of up to 7-10 employees
• Effectively manage the performance of individual team members to deliver against all KPIs
• Passionate about employees and customers
• Resilient under pressure
• Strong analytical and problem-solving skills
• Solutions-orientated and confident in decision-making
• Effective time management
• A strong team player that works well as a team and individually
• Able to see the bigger picture
• Conflict Management and ability to handle difficult conversations
• Employee Engagement
• Managing Change
• Strong Planning & Organizational skills
• Great at building individual, team and partner relationships
• A strong sense of ownership and accountability

Qualification:

• Essential: Grade 12
• Preferred: Tertiary qualification in management or relevant proven contact center experience.

Experience, Knowledge, Skills and Attributes Required:

• A proven track record of delivering against client, customer and business outcomes
• 2 years' experience working within a contact center, preferably with UK clients
• 1 - 3 years' experience working in a leadership role
• Managing a team of up to 7-10 members

Experience Range: 5 - 8 Years
Job Location: Ahmedabad