Roles &amp; Responsibilities

<ul>
<li style="margin-left:0px;">Analysis Strong Analytical skills with an ability to draw conclusions from data.</li>
</ul>

<ul>
<li style="margin-left:0px;">Process improvements/ optimization done for the respective process.</li>
</ul>

<ul>
<li style="margin-left:0px;">Ability to think Out of box and provide solution to Agents.</li>
</ul>

<ul>
<li style="margin-left:0px;">Understanding of the Business situation and capability to address issues.</li>
</ul>

<ul>
<li style="margin-left:0px;">Open to go beyond the call of the duty to exceed expectations.</li>
</ul>

<ul>
<li style="margin-left:0px;">Patience while giving feedback, Open to change, multi-tasking skills, Interpersonal skill.</li>
</ul>

<ul>
<li style="margin-left:0px;">Reports Ability to work on data and generate various types of reports.</li>
</ul>

<ul>
<li style="margin-left:0px;">Able to work in multiple processes; flexible and eager to pick additional responsibilities/ activities.</li>
</ul>

<ul>
<li style="margin-left:0px;">Must be able to conduct audits, trainings, floor support and supervise shifts (if required)</li>
</ul>

<ul>
<li style="margin-left:0px;">Driving quality initiatives in the team to minimize Escalations to L2 </li>
</ul>
Key Deliverables (KRA/Measure):

<ul>
<li style="margin-left:0px;">Should be able to handle multiple LOB’s</li>
</ul>

<ul>
<li style="margin-left:0px;">Should be able to train new hires and take ongoing / refresher batches.</li>
</ul>

<ul>
<li style="margin-left:0px;">Should be able to handle &amp; achieve the departmental requirements.</li>
</ul>

<ul>
<li style="margin-left:0px;">Have knowledge of different policies and procedures</li>
</ul>

<ul>
<li style="margin-left:0px;">Floor Support</li>
</ul>

<ul>
<li style="margin-left:0px;">Acting as Level 2</li>
</ul>

<ul>
<li style="margin-left:0px;">Maintaining secrecy of data</li>
</ul>

<ul>
<li style="margin-left:0px;">The candidate should have excellent problem-solving capabilities and lateral thinking skills.</li>
</ul>

<ul>
<li style="margin-left:0px;">Good Knowledge of Products, Tools and troubleshooting procedures (Domain specific)</li>
</ul>

<ul>
<li style="margin-left:0px;">Eye for detail and aggressive in plan execution/implementation</li>
</ul>

<ul>
<li style="margin-left:0px;">SME’s will continue doing regular production work in addition to added responsibilities.</li>
</ul>

<ul>
<li style="margin-left:0px;">Ability to map processes, define process, and execute them.</li>
</ul>

<ul>
<li style="margin-left:0px;">Ability to view the issues end-to-end and develop action plans with tangible deliverables.</li>
</ul>

<ul>
<li style="margin-left:0px;">Good interpersonal skills.</li>
</ul>

<ul>
<li style="margin-left:0px;">Strong conflict management skills.</li>
</ul>

<ul>
<li style="margin-left:0px;">Exceptional Client management (internal/external stakeholder) skills.</li>
</ul>

<ul>
<li style="margin-left:0px;">Excellent skills on Data Analysis / Analytical Skills / Reporting.</li>
</ul>

<ul>
<li style="margin-left:0px;">The candidate should have excellent problem-solving capabilities and lateral thinking skills.</li>
</ul>

<ul>
<li style="margin-left:0px;">Ready to work at any level in the organization for the deliver on targets.</li>
</ul>

<ul>
<li style="margin-left:0px;">Ability to handle pressure and a natural go getter.</li>
</ul>

<ul>
<li style="margin-left:0px;">Ability to lead associates and drive Quality culture.</li>
</ul>

<ul>
<li style="margin-left:0px;">Eye for detail and aggressive in plan execution/implementation.</li>
</ul>

<ul>
<li style="margin-left:0px;">Client communication: Reviews, Business planning/forecasting, Escalations</li>
</ul>

<ul>
<li style="margin-left:0px;">Capacity &amp; delivery plan.</li>
</ul>

<ul>
<li style="margin-left:0px;">Performance management.</li>
</ul>

<ul>
<li style="margin-left:0px;">Conduct periodic &amp; need driven team reviews &amp; meetings.</li>
</ul>

Team Lead Operations in Mumbai (UID-9406)

Job Description

Job Details

Skills Required for Team Lead Operations

Job Description for Team Lead Operations

Explore More Opportunities