Team Leader

Team Leader

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  • Offerd Salary N/A
    Seniority: Team Lead/Assistant Manager
    Qualification Graduation
  • Job Type Full time
    INDUSTRY Information Technology and Services
    Location Nariman Point, Mumbai, Maharashtra, India
Job Description
Profile: •Strong business acumen •Entrepreneurial bent of mind •Strong experience in people management (50+ FTEs) •Vendor / Partner Management •Customer Management •Strong Functional/Domain experience •Operations Excellence (Metrics, Quality etc) •Thorough practical understanding of BPO / KPO Management – preferably with hands-on experience in process transition Core Values: •Integrity, Stewardship, Customer Focus, Eventually Head Entire Operations. The ideal candidate: •Has a minimum of 2 years of Mid management experience, preferably with a solid understanding of BPO / KPO processes (non-voice - Voice) •Has proven ability to lead, motivate and engage a diverse and large work force as well as to engage and influence multiple stakeholders •Displays ability to develop, implement and track operational plans •Has strong change-management skills, envisioning and overcoming obstacles while ensuring benefits are realized Job Description Making Business Easier •Has strong communication skills ensuring clear, direct and appropriate communication at multiple organizational levels •Has proven ability to design and implement productivity and quality improvement programs •Has high result orientation, readiness to take challenges and ability to work under pressure to meet deadlines •Is enthusiastic, motivated, positive, results-focused with "CAN DO" attitude •Has strong analytics, ability to work with people to gather information and make formal / structured presentation to management / customers Responsibilities: •Demonstrate any applications to be deployed and educate customers on all features and functionality; •Use analytical and quality assurance tools (e.g. process diagrams) to identify customer problems, gather supporting data, and recommend process improvements; •Analyze customer problems and call drivers in an effort to identify opportunities and more efficient methods •Analyze content and implement best practices for more effective searches, usability, and solution effectiveness •Develop a growth strategy focused both on financial gain and customer satisfaction •Conduct research to identify new markets and customer needs •Arrange business meetings with prospective clients •Promote the company’s products/services addressing or predicting clients’ objectives •Prepare sales contracts ensuring adherence to law-established rules and guidelines •Keep records of sales, revenue, invoices etc. •Provide trustworthy feedback and support •Build long-term relationships with new and existing customers •Develop entry level staff into valuable workforce •Manage client deliverables through in-house resources and partners to meet or exceed Client SLA •Ensure adequate staffing in accordance with project plans •Review SLA delivery with clients and team leaders •Define integrated operational information to reflect ongoing progress. •Define appropriate controls on the process to ensure that business objectives are met •Understand complete operational decision-making impact and cost in delivery of the business process. •Carry out integrate planning and execution along with appropriate financial information to ensure that operational leading indicators can be used to predictably deliver financial performance. •Liaise with client counterparts on process and metric related issues •Identify ‘areas of improvement’ in the process and take measures to constantly improve the product / team performance

Skills Required
Business Process Outsourcing (BPO), Knowledge Process Outsourcing (KPO), Team Management, Team Leadership, Requirements Analysis, Business Analysis, Customer Experience, IT Operations, Contact Centers

Languages Required
English
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