Operations Lead| Contact Centre| BPO |Call centre

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