Job Description
Job description
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
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
💡 Quick Summary
Seeking a career-building opportunity? The Operations Lead| Contact Centre| BPO |Call centre position is now open for candidates interested in the BPO Jobs sector. This role in Ahmedabad offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.
