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
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.
