TowardsJob - HP Recruits IT Graduates

Team Lead (BPO- Operations)

JobsCafe.com
Job Description

Job Description: The Production Lead role in Operations supports the Manager and is responsible for ensuring the delivery. The role incumbent will also be responsible for servicing customer/stake holder requests. This role also acts as a key reference point for all maintenance matters impacting the business. Key responsibilities in this role will include, managing workflows and associated reporting; quality checks; Productivity reporting; providing feedback to staff in relation to Quality and Productivity; conducting formal and consistent review of team learning needs and developing learning material/courses/training to improve skills base and knowledge in team. You will also ensure timely and accurate processing of work in line with expectations and within the agreed criteria set out in Service Level agreements and established policies. Job Responsibilities: * Managing the delivery of the team as per the SLA requirements * Customer interaction on day to day issues * Handle all escalations * Act as a subject matter expert * Identify the need for enhancement of training or refresher training specific to the processes being managed and address this need appropriately by seeking assistance from the training team / client contacts etc. * Ensure that all processes are adequately and appropriately documented and ratified by relevant contacts on the client's side. Ensure that the process documentation is reviewed on periodic basis and all process changes are documented and approved by the clients. Adequate version control should be exercised. * Encourage a co-operative and 'can-do' attitude to enhance HP's standards and performance by harnessing everyone's skills and talents within the team. * Work with other teams to achieve optimum performance of unit as a whole * Ensure delivery as per expectation � Focus on Process improvement & Customer Satisfaction � Opportunity to excel in a thriving business environment. * Production Planning - Workflow management, Manage the daily production plan vs the actuals.

Desired Profile

Desired Candidate Profile: Qualification : Graduates/Post Graduates in any stream Experience : 3-6 years of total experience out of which at least 1 years in BPO industry Required Skills: * Exposure to working in roles which involve reporting / process management * Should have had operational led teams of at least 4-5 people * High customer orientation * Personally, you will possess outstanding written and verbal communication skills. * Experience in data analysis, data management and data quality * Exposure to Quality Good to have: * Experience of working in a multi-national environment / cross-functional teams is an advantage. * Prior experience of having worked in a Shared Service environment

Experience3 - 8 Years

Industry TypeIT-Hardware & Networking

Functional Area ITES/BPO/KPO, Customer Service, Ops.

LocationChennai

KeywordsTeam Lead BPO- Operations
If you meet the above mentioned criteria, apply online