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 recent 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 current 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