Process Leader Jobs in Gandhinagar at First Source

Last Updated: May 27, 2021 05:10 IST

JOB DETAILS

Company Name
First Source
Job title
Process Leader
Role
Customer Service Executive, Process Engineer, Team Leader/ Technical Leader
Education
Experience
0-50 Years
Salary
Not Mentioned

Job Profile



JOB DESCRIPTION
Team Leader - Operations
Department: Operations
Designation: Team Leader
POSITION SUMMARY
A Team Leader leads and coordinates a large team of customer service executive and ensures all operational duties are carried out in accordance with scheduled rosters and documented policies, and the SLAs set by the client are met.
KEY ACCOUNTABILITIES/ RESPONSIBILITIES
Leads a team of 12- 20 customer service associates and motivates them to achieve the team' SLA.
Consistently achieves all KPI's and SLA's set by the clients with strict adherence to Quality parameters.
Floor walks regularly for at least 5 hours per day to supervise, coordinate, and monitor the activities of customer service associates to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.
Handles any escalations that an associate is unable to handle, solves process related queries and handles grievances.
Listens to calls and coaches the team to enhance performance.
Monitors the calls taken by the associates and provides them feedback.
Interacts with the quality team to seek feedback on the team's performance and team quality scores.
Conducts monthly and confirmation appraisals for the associates by 7th of each month and provides them feedback.
Prioritizes and assigns work to associates and initiate corrective measures to resolve day- to- day work related problems including scheduling or adjusting overtime requirements, break management as necessary
Devises strategies to minimize attrition & absenteeism.
Organizes training program for the associates.
Interacts with other departments like HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements.
Holds team briefing and de- briefings before and after each shift.
Organizes weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs.
Initiates and administers the rewards and recognition program for the team.
Organizes the monthly team outings in coordination with the associates and the team members.
KNOWLEDGE AND SKILLS (ESSENTIAL)
Able to speak, read and write in Hindi and English, and if required other regional languages.
(Hindi is mandatory)
Banking Experience is mandatory
Knowledge of Bank's products & processes along with detailed knowledge of Bank products, their uniqueness, comparison to competitors etc. for the business verticals being handled by them.
EDUCATIONAL / PROFESSIONAL QUALIFICATIONS
Must be a Graduate or equivalent
Working Days:6 Days working/24*7 Rotational Shifts Qualifications

JOB DESCRIPTION
Team Leader - Operations
Department: Operations
Designation: Team Leader
POSITION SUMMARY
A Team Leader leads and coordinates a large team of customer service executive and ensures all operational duties are carried out in accordance with scheduled rosters and documented policies, and the SLAs set by the client are met.
KEY ACCOUNTABILITIES/ RESPONSIBILITIES
  • Leads a team of 12- 20 customer service associates and motivates them to achieve the team' SLA.
  • Consistently achieves all KPI's and SLA's set by the clients with strict adherence to Quality parameters.
  • Floor walks regularly for at least 5 hours per day to supervise, coordinate, and monitor the activities of customer service associates to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.
  • Handles any escalations that an associate is unable to handle, solves process related queries and handles grievances.
  • Listens to calls and coaches the team to enhance performance.
  • Monitors the calls taken by the associates and provides them feedback.
  • Interacts with the quality team to seek feedback on the team's performance and team quality scores.
  • Conducts monthly and confirmation appraisals for the associates by 7th of each month and provides them feedback.
  • Prioritizes and assigns work to associates and initiate corrective measures to resolve day- to- day work related problems including scheduling or adjusting overtime requirements, break management as necessary
  • Devises strategies to minimize attrition & absenteeism.
  • Organizes training program for the associates.
  • Interacts with other departments like HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements.
  • Holds team briefing and de- briefings before and after each shift.
  • Organizes weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs.
  • Initiates and administers the rewards and recognition program for the team.
  • Organizes the monthly team outings in coordination with the associates and the team members.

KNOWLEDGE AND SKILLS (ESSENTIAL)
  • Able to speak, read and write in Hindi and English, and if required other regional languages.

(Hindi is mandatory)
  • Banking Experience is mandatory

Knowledge of Bank's products & processes along with detailed knowledge of Bank products, their uniqueness, comparison to competitors etc. for the business verticals being handled by them.
EDUCATIONAL / PROFESSIONAL QUALIFICATIONS
Must be a Graduate or equivalent
Working Days:6 Days working/24*7 Rotational Shifts

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OTHER DETAILS

Key skills
Industry
Recruitment/ Staffing/ RPO
Summary
JOB DESCRIPTION Team Leader - Operations Department: Operations Designation: Team Leader POSITION SUMMARY A Team Leader leads and coordinates a large team of customer service executive and ensures all operational duties are carried out in accordance
Last Date
2021-07-24

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