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 excellent 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 (India)
🏢 HigHRise Solutions
📍 India