Role & responsibilities

Location - Sholinghur, Ranipet

- To oversee the daily non-voice operations (typing/data processing) and ensure the team meets productivity, quality, and turnaround time (TAT) targets.
- To act as the primary point of contact between the production agents and the Operations Manager, ensuring seamless workflow distribution.
- To drive process improvement initiatives specifically tailored for high-volume typing/keystroke environments.
- Workflow Management: Assign daily typing/data entry tasks to team members based on capacity, ensuring an even distribution of workload to avoid backlogs.
- Quality Assurance: Conduct regular audits of typed content to ensure 100% adherence to client formatting guidelines, grammar rules, and data accuracy standards.
- Productivity Tracking: Monitor real-time Keystrokes Per Hour (KPH) and Production Logs; ensure the team consistently meets or exceeds the projects defined Service Level Agreements (SLAs).
- Queue Management: Actively monitor the pending inventory/queues and re-prioritize tasks during peak volumes to maintain strict Turnaround Times (TATs).
- Team Supervision: Manage attendance, shift adherence, and break schedules to ensure 100% floor coverage during operational hours.
- Coaching: Conduct daily huddle meetings to discuss error trends, typing shortcuts, and speed improvement techniques.
- Training:



Assist in the onboarding and nesting of new hires by providing hands-on training on the project's specific typing tools, macros, and style guides.
- Performance Reviews: Provide constructive feedback to agents based on their weekly scorecards; manage disciplinary actions and motivation strategies to reduce attrition.
- Escalation Handling: Resolve internal team conflicts and escalate critical system/process issues to the IT or Operations team immediately.
- MIS Reporting: Prepare and submit daily/weekly performance dashboards to upper management, highlighting team efficiency, error rates, and TAT breaches.
- Process Documentation: Ensure all process updates are documented and communicated clearly to the team via email or shared drives.
- Experience: Minimum 2–3 years of experience in a Non-Voice/Backend operations process, with at least 1+ years in a Team Leader or Senior Agent (SME) capacity.
- Typing Proficiency: Minimum typing speed of 35–40 WPM with high accuracy (98%+) to effectively audit and assist agents.
- Technical Skills: Advanced knowledge of MS Excel (VLOOKUP, Pivot Tables) and proficiency in MS Word/Google Docs.
- Soft Skills: Strong problem-solving skills, excellent written English communication (since it is a typing project), and the ability to multitask in a high-pressure workplace.
- Flexibility: Willingness to work in rotational shifts (if applicable) and stretched hours during month-end or high-volume spikes.

📌 Assistant Team Lead (Thiruttani)
🏢 Stellar Innovations
📍 Thiruttani