Job Description:

BASIC PURPOSE:

The Team leader will be Managing the People, Process and Stakeholder for a given process. Manage day-to-day planning, thus ensuring that the teams consistently deliver on speed and accuracy within the agreed SLA frameworks (Productivity/TAT/accuracy)

ESSENTIAL FUNCTIONS:
- Ability to lead team size of 15 to 20 associates.
- Ability to listen and communicate effectively.
- Should be able direct team’s effort to meet the set process SLA’s consistently.
- Basic understanding of Quality concepts like Lean & waste identification
- Ensure relevant processes are followed on the operational floor.
- Conduct calculations to determine the staffing requirements on a Quarterly basis. This calculation should be shared with the Manager’s.
- Manage day-to-day planning, thus ensuring that the teams consistently deliver on speed and accuracy within the agreed SLA frameworks.
- Manage and optimize workflows (pipeline and individual work queues) through appropriate.
- Participate in calls with the client to understand expectations,



provide feedback and reports and resolve queries or escalations.
- Identify, facilitate, and implement process improvement initiatives to improve efficiency.
- Measure and review Quality and productivity of the team and provide one to one feedback to ensure high quality and discipline.
- Handle customer complaints and escalations efficiently.
- Manage team absenteeism, attrition, attendance, breaks and conduct.
- Drive Customer Service positively and motivate team members to provide great customer service.

REPORTING RELATIONSHIPS:

Associate & Senior Associates

QUALIFICATIONS:
- Minimum 5 to 7 years of experience with 2 years experience as Team Leader
- Bachelor’s degree – any stream.
- Process Transition Experience will be an added advantage.
- Should have positive knowledge of MS Excel, Power Point and Word.
- Excellent communication skills.

CRITICAL COMPETENCIES FOR SUCCESS:

Skills:
- Planning/Organization Skills – Prio

📌 Team Leader Operations | Back Office (Pune)
🏢 HigHRise Solutions
📍 Pune