Roles Responsibilities

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