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

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