Job Description:

Job Role:
- Adaptable working in different time shifts, work extended hours and holidays if required
- Client interaction experience (verbal /written communication)
- Well versed with team handling, co-ordination with team members and drive production with highest quality
- Well versed with MS Office (Microsoft Excel, PPT , Vlookup)

KRA's:
- Day to day production needs to be completed before TAT as per client requirement.
- See that production and quality targets are achieved which are set by the client.
- Managing Staffing, leaves and absenteeism of the employees., Managing shrinkage for the team.
- Training new hires and also assisting them throughout OJT.
- Process related assistance and process improvement actions.
- Well versed with US Client interaction through mails/calls
- Handling conference calls from onshore team for new process which come in.
- Conducting huddles and meetings with the team to discuss updates and other issues.
- Process opportunities identified and raised,



communicate with the Ops Managers for the same.
- Manage quarterly performance review for the team and shared timely feedback with employee through one on one.
- Conducted sessions for the bottom quartile candidates, coached and identified issues and helped correct the same.
- Identified “PIP” need and communicate the same with HR and Ops Manager through mails.
- Managing the team performance in terms of customer satisfaction, quality, AHT and all other parameters.
- Preparing daily, weekly and monthly production and Quality reports, billing reports and share with the management.
- Manage team performance review.
- Ready to stretch as per business requirement
- Staffing and conducting interviews for as per process requirement.

Education:
- Graduation in any field .

Interview Mode:

Face to Face.

📌 Team Lead US Operation (Pune)
🏢 HigHRise Solutions
📍 Pune