Team Lead - Kolkata, India - Dhal Information System Pvt Ltd

Description

Overall 5 Year & TL 2 Years Min (Voice Process)

Job Description :

Must have excellent product knowledge

Should have the maturity and experience to manage his/her team members and serve as a strong second line

Should have the required expertise and analytical skills to provide strategic process improvement inputs - (operational excellence)

Ownership on Quality performance of delivery

Should be open to work 24/7

Attrition & Absenteeism management & ownership for control

To own, drive and develop the team members for being effective in their role

Need to work towards enhancing the customer experience and overall service delivery

Meeting client expectation and process metric

Role and Responsibilities:

To motivate, develop and mentor team members in a dynamically changing environment.

Monitor projects/transactions and provide qualitative/constructive feedback to the team members/Team Leaders.

Answer operations related queries from the client.

Drive process performance to achieve and exceed SLA deliverable.

To create a conducive and stimulating environment for the teams to accomplish their goals.

Manage expectations of his/her team members and proactively should be able to sense their needs.

Represent the organization and participate in client visits and reviews.

Ability to drive process, performance & transformation

Maintain delivery dashboards with analysis

To be a part of the client calibration call to have better understanding of the process and for continuous improvement

Candidate Specifications:

Any Graduate (is a must) Excellent verbal communication in English. 5 Years of experience in Domestic / International BPO. Should have prior experience / knowledge in Domestic / International inbound & outbound voice process. Should be currently designated as TL in the current / last organization.

Languages: English/Hindi

Technical Skills : - System knowledge - MS Office