Team Leader - Operations

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: