Main Accountabilities:

Leadership
Should be able pre-empt problems and identify solutions with logical analysis.
Should have a flair for achieving organisation goals and driving Continual Improvement projects
Service Delivery
Maintain Schedule Adherence, Work Force Management (Break management), Shift Management and Rotation as per the inputs provided by WFM/MIS supervisor
Take pre/post shifts with the team to ensure that process updates are shared successfully.
Acting as an information source and answering team questions, assigning E Mail Enquiries, following up and giving instructions as needed.
Working as a first level escalation point for the floor
Create SOP s/Maintain Knowledge articles/updates and share with team on a regular basis.
Get first hand training on the process or and other new updates and share the same with the team via channelized Knowledge Transfer Process.
Support team on all queries (e.g. Process / Transport / Admin / Payroll / Team Related) independently and occasionally with support of relevant stakeholders.
Stakeholder Management/People-Resource Management
Carrying out performance measurement, quality monitoring, and evaluation of entire team to monitor service quality & improve efficiency.
Preparing and directing schedules, monitoring attendance of the team, scheduling breaks and shifts as necessary.
Compiling and maintaining lists of on-call and key schedules and personnel.
Conduct regular team meetings and one on one sessions with the teams
Ensuring team members acquire the appropriate support and training to apply the best skills and knowledge on the job.
Creating a growth plan for top performers and a plan for bottom performers. Should be able to showcase team s performance on a day to day basis to identify bottom and a good performer.
Governance and Reporting
Share the agreed reports/Dashboard on regular frequencies
Practicing and ensuring compliance with all the BCMS policies and procedures.
Information Security and other mandatory compliances:

Team Leader - Operations