Responsibilities:

- KPIs Actions.
- Client Relations.
- Strive to provide best in class services to client and prioritise service requests initiated by clients.
- Interact with clients on regular intervals and check feedbacksuggestionsarea of improvements.
- Update the client communication matrix on a regular basis.
- Keep the team updated for any of the update given by the stakeholders.
- Enhance the current client base.
- Escalation Management.
- Operations & Project Management.
- Managing team of ATLs, Senior Process Analyst, Process Analyst and assign them daily/monthly targets.
- Inspiring the team to achieve daily target and organisational goals.
- Review the hourly/daily performance of team and strategies improvements.
- Delegate daily tasks to ATLs and SPAs.
- Manage roster of your team in order to minimize their day offs or their leave request.
- A text message should be sent across group for the day performance by the end shift on a daily basis.
- Send daily performance and other business operations report to the stakeholders and HR.
- Track the quality levels of team and work on to improve the same.
- Daily Reports & MIS.
- Review the daily reports submitted and provide feedback to the team.




- Keep your reports up to date in the portal and send them via email on regular base.
- Complete the tasks assigned on projects and submit the report to your superior by the end of the shift.
- Training & Development.
- Identify training requirements of team members with respect to process and interpersonal skills required for business and overall development of team.
- Conducting training sessions of team members to improve their confidence, product knowledge, and communication skills.
- Work on process improvements and knowledge sharing among team through calibration sessions.

Basic Qualifications:

- Bachelor's degree or above.
- Must have 5-8 years of experience as a team leader or supervisor.
- Good communication skills (English, Punjabi preferred).
- Good PC skills, especially MS Excel.
- Excellent communication and leadership skills.
- Organizational and time-management skills.
- Decision-making skills.

Shift Timings:

- Morning Shift 7am to 4pm (Prefer Female & Male candidate)
- Evening Shift 2pm to 11pm (Prefer Female & Male candidate)
- Night Shift 10pm to 7am (Prefer Male candidate only)

📌 Team Leader(Operations) (Karnal)
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📍 Karnal