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Team Lead - Operations ( Contact Centre / BPO / Call centre)

Team Lead - Operations ( Contact Centre / BPO / Call centre)

MovateNagpur, IN
30+ days ago
Job description

Hiring for Team Lead - Operations ( Contact Centre / BPO / Call centre)

Interested candidates inbox your resumes to Deebathra.Abrahamgnanadass@movate.com

POSITION : - Team Leader - Operations

LOCATION : - Chennai, India

JOB PROFILE : -

  • Educate / Remind & Review their respective team / individuals on their KRA goals & targets.
  • Share Engineer Scorecard within the team and enable individual awareness on their KRA goals, targets and their current stand.
  • Arrange for team meetings and discuss operational issues and ways to achieve operational excellence.
  • Manage team’s KRA goals and target achievement.
  • Take ownership of cases – political or technical, keeping track & following up on escalated cases.
  • Ensure progress of cases through backlog review.
  • Notify / discuss with manager on cases that require technical assistance or which needs to be managed politically.
  • Identify Knowledgebase availability & create / publish new Knowledge Base Articles.
  • Jointly responsible, along with the manager, to identify candidates for PIP and plan for refresher training.
  • To train engineers on topics those are identified by the escalation leads.

DESIRED PROFILE : -

A mature goal-oriented professional with

  • Overall experience of 5-6 Years
  • 1-2 years managing technical support
  • Ability to manage Client relationships
  • Team / people management,
  • Proven track record in
  • Resource Management (Roistering / Scheduling / Case Management),
  • Metrics Management,
  • Goal setting (KRA),
  • Conduct Reviews

    • Regards,

    Deepu.

    Deebathra.Abrahamgnanadass@movate.com

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