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Team Leader Operations - US Process


Company:ProvanaLocation:India
Posted:Tuesday, May 24, 2022

Job Description:
Job description Work Experience /Knowledge   2+ years of International experience as a Team Leader is a must. Must be comfortable on Night Shift Overall 5+ years of experience in international voice process/ Backend/ Blanded Strong demonstration of leadership capabilities. Experienced in CSAT, NPS & Attritions Excellent Communication Skills Key Responsibilities / Duties : Team Lead for International Ensure the capability of the team is sufficient to fulfill operational needs. Further, develop the team's capabilities, encourage the coach, and mentor the team. Prioritizing work, considering skills required and estimated time to complete tasks. Assigning to appropriate team members and assisting them as necessary with the execution. Provide hands-on support to the team when and where required. Ensure that the ongoing operational needs of the team are matched by appropriate staff development. Focal/escalation point for issues. Assist the Supervisor as and when required, provide backup support for the Supervisor when they are unavailable Ensure that all business-critical issues are escalated promptly to ensure that service level agreements and escalation procedures are met within agreed deadlines Act as liaison between team and Management Continuously monitor all outstanding incidents/requests and act appropriately to ensure that agreed standards are consistently achieved. Develop, implement and ensure processes, procedures, and standards are followed. Establish parameters for and monitor work quality and performance metrics to review the team's performance to improve client service. Conduct root-cause analysis to identify issues and prevent future incidents. Key Skills US ShiftTeam Leading BPOTeam ManagementCustomer ServiceSolving QueriesProcess ManagementKPOVoice ProcessBposUS ProcessBackendNon ItTLNight ShiftITESOperationsCustomer HandlingOperations ManagementInternational BPOInternational Voice Process Skills highlighted with ‘‘ are preferred keyskills Education UG:Any Graduate Source: http://careers.provana.com/job-listings-team-leader-operations-us-process-provana-india-private-limited-noida-ghaziabad-new-delhi-5-to-10-years-240522002717
Click Here to Apply Now

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