1.Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc.
- 2.Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues
- 3.Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution
4 Regularly formulate and execute internal and external governance 3. Effectively handle client escalations and formulate actions to resolve any concerns
5 Work with the operations managers to obtain necessary resources like training and support for the team's requirements
6 Conduct quality assessment of agents' performance and formulate trends for performance improvement of agents teams
- Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets
7 Familiarize the team with the latest process update and changes, team and individual targets
8 Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects
Educational Requirement
Graduate
Service Line
BPO Service Line
📌 Senior Technical Team Lead (Pune)
🏢 Infosys BPM
📍 Pune
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