Overall 5 Year & TL 2 Years Min (Voice Process)

Job Description :

· Must have excellent product knowledge

· Should have the maturity and experience to manage his/her team members and serve as a strong second line

· Should have the required expertise and analytical skills to provide strategic process improvement inputs - (operational excellence)

· Ownership on Quality performance of delivery

· Should be open to work 24/7

· Attrition & Absenteeism management & ownership for control

· To own, drive and develop the team members for being effective in their role

· Need to work towards enhancing the customer experience and overall service delivery

· Meeting client expectation and process metric

Role and Responsibilities:

· To motivate, develop and mentor team members in a dynamically changing environment.

· Monitor projects/transactions and provide qualitative/constructive feedback to the team members/Team Leaders.

· Answer operations related queries from the client.

· Drive process performance to achieve and exceed SLA deliverable.

· To create a conducive and stimulating environment for the teams to accomplish their goals.

· Manage expectations of his/her team members and proactively should be able to sense their needs.

· Represent the organization and participate in client visits and reviews.

· Ability to drive process, performance & transformation

· Maintain delivery dashboards with analysis

· To be a part of the client calibration call to have better understanding of the process and for continuous improvement

Candidate Specifications:

Any Graduate (is a must) Excellent verbal communication in English. 5 Years of experience in Domestic / International BPO. Should have prior experience / knowledge in Domestic / International inbound & outbound voice process. Should be currently designated as TL in the current / last organization.

Languages: English/Hindi

Technical Skills : - System knowledge - MS Office