Team Leader Operations - Chandigarh
☞ Concentrix Daksh Services India Private Limited.
View: 101
Update day: 20-02-2024
Location: Nagar Rajasthan Chandigarh Union Territories Panchkula Haryana
Category: Consulting / Customer Service Production / Operation
Industry: BPO Call Centre
Position: Assistant Manager/Manager-(NonTechnical)
Job type: Full Time, Permanent
Salary: ₹ 3,50,000 - 5,50,000 P.A.
Experience: 4 - 9 years
Job content
Role and key Responsibilities:
- Manage and lead a team of 20+ agents
- Drive performance and improvements through positive conversations
- Effective performance planning for self and team, time management and self-organization
- Provide Coaching and Feedback
- Achieve stretched targets , decision-making and manage complex/ difficult employee situations
- Handle escalations (team and client)
- Work as a Single point of contact for all non-operations departments and identify, evaluate & coordinate operational, Admin, IT and HR issues
- Understand and drive Metrics Improvement
- Willing to work in rotational shifts, weekends, holidays and festivals
- Responsible for monitoring intra-day work volume, real-time staffing, agent adherence, exception process, technology functionality and client communications
- Manage and amend daily schedules based on real time demand
- Maintain and drive leave planner and drive schedule efficiencies
- Make appropriate recommendations and adjustments to leverage resources, skill changes, post Overtime, or escalate as required
- Monitor and review service level reports to scan for issues and anomalies and report perceived concerns of the process
- Manage client needs and escalations according to the established escalation process. Maintain error free MIS
- Ensure client and company’s goals are met by monitoring & analyzing work volume variances to forecast and re-forecasting as necessary to adjust the staffing levels
- Establish up skilling plans for the agents
- Understand the complete process and its SLA
- Gauge the caliber of agents and train them accordingly
- Ensure complete participation in and contribution to organization/process level initiatives (e.g. Absenteeism, Attrition control) that may be implemented from time to time to improve efficiency
- Ensure that the internal/external targets are met and the team shows continuous improvement month on month
- Planning and prioritization of schedule adherence
- Data collection and analysis
Minimum skills & knowledge:
- Assertive with High energy levels
- Strong Interpersonal Skills and ability to interact effectively
- Flexible, adaptable and demonstrate teamwork skills
- Ability to multitask, Planning and project management skills
- Result orientation, Process Oriented, Ability to handle stress and Ability to motivate
- Strong analytical and reasoning skills
- Ability to learn quickly
- Ability to prioritize, meet time-lines and deliver stretch assignments
- Strong organizational skills and ability to multitask effectively
- Leadership ,Analytical ,Good people management and Presentation skills
Deadline: 05-04-2024
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