Hiring for Team Lead - Operations ( Contact Centre/ BPO /Call centre)
Interested candidates inbox your resumes to [Confidential Information]
POSITION: - Team Leader - Operations
LOCATION: - Chennai, India
JOB PROFILE:-
- Educate/Remind & Review their respective team/individuals on their KRA goals & targets.
- Share Engineer Scorecard within the team and enable individual awareness on their KRA goals, targets and their current stand.
- Arrange for team meetings and discuss operational issues and ways to achieve operational excellence.
- Manage team's KRA goals and target achievement.
- Take ownership of cases political or technical, keeping track & following up on escalated cases.
- Ensure progress of cases through backlog review.
- Notify/discuss with manager on cases that require technical assistance or which needs to be managed politically.
- Identify Knowledgebase availability & create/publish new Knowledge Base Articles.
- Jointly responsible, along with the manager, to identify candidates for PIP and plan for refresher training.
- To train engineers on topics those are identified by the escalation leads.
DESIRED PROFILE:-
A mature goal-oriented professional with
- Overall experience of 5-6 Years
- 1-2 years managing technical support
- Ability to manage Client relationships
- Team/ people management,
- Proven track record in
- Resource Management (Roistering / Scheduling / Case Management),
- Metrics Management,
- Goal setting (KRA),
- Conduct Reviews
Regards,
Deepu.
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