Job Description

Roles and Responsibilities

1. Lead a team of 35 process associates and 2 team coaches.

2. Participate in the new pilot project & work towards proper transition of knowledge to team to achieve the agreed ramp-up.

3. Build quality & production matrix and guide the team in meeting the standards.

4. Monitoring and managing workflow or daily targets to assure timely delivery of agreed SLAs.

5. Work closely with the manager to improve the benchmarks.

6. Keep the team abreast with any client update.

7. Conduct regular project knowledge tests.

8. Identify training gaps in the team and conduct retraining sessions.

9. Resolve any personnel problems or conflicts that may arise in the team.

Desired Candidate Profile

1. Should have prior experience in BPO.

2. Strong leadership and mentoring skills.

3. Able to manage multiple responsibilities at one time.

4. Excellent verbal and written English language communication skills.

5. Grasping and ability to learn fast.

6. Should have analyzing skills and reasoning skills.

7. Should have people management skills.

8. Should have training and coaching skills.

9. Should develop in-depth domain expertise and resolve queries or able to find the solution from the client.

10. Drive project specific knowledge initiatives.

11. Ability to absorb key learning's and applies to own project.

12. Identify best practices in delivery methods and implements across project.

13. Ability to implement cross training across projects and across processes.

14. Willing to work in night shift.