Overview
The Team Leader will manage people, processes, and stakeholders for a given operational process. This role ensures day-to-day planning and execution so that teams consistently deliver on speed, accuracy, and productivity within agreed SLA frameworks.
Key Responsibilities :
- Lead and manage a team of 200+ associates to achieve process SLAs (Productivity, TAT, Accuracy).
- Communicate effectively and provide clear direction to meet operational goals.
- Ensure adherence to all relevant processes and compliance standards on the operational floor.
- Apply basic quality concepts such as Lean and waste identification for process improvement.
- Conduct quarterly staffing requirement calculations and share with managers.
- Optimize workflows (pipeline and individual work queues) for efficiency.
- Participate in client calls to understand expectations, provide feedback, and resolve escalations.
- Identify and implement process improvement initiatives to enhance efficiency.
- Monitor quality and productivity metrics; provide one-on-one feedback for performance improvement.
- Handle customer complaints and escalations promptly and effectively.
- Manage team attendance, absenteeism, attrition, breaks, and conduct.
- Drive positive customer service outcomes and motivate team members to deliver exceptional service.
Reporting Relationships :
Direct Reports : Associates & Senior 15+ years of experience in operations leadership.
Bachelors degree in any stream.Experience in process transition will be an added advantage.Proficiency in MS Excel, PowerPoint, and Word.Excellent communication and stakeholder management skills.(ref : iimjobs.com)