Team Lead-BPO Operations

Project Summary Provide day-to-day leadership and product support at the team level to ensure product, customer, and schedule requirements are met effectively and efficiently. Oversee team of approximately 15 - 20 employees. Manage individual and team performance to ensure alignment and support of department and organization strategy and initiatives. Perform production duties to support team in meetings schedules/critical deadlines. Product Administration Plan and direct work activities to meet product targets and customer specifications. Ensure adherence to production and cost schedules. Utilize and leverage people, systems, processes, and resources to meet workflow requirements and optimize efficiency. Perform production duties to support team in meeting schedules/critical deadlines. Facilitate team involvement to support the budget/revenue process. Team Leadership Effectively manage employee performance including ongoing coaching, development and performance evaluations. Conduct regular meetings with team members to discuss and review performance and career development. Address and resolve employee issues. Drive hiring process - screening, interviewing, and selection. Responsible for overall team direction, performance, and work assignments (may include cross-site responsibility). Design and provide training resources necessary to perform their job and improve their performance. Project Management/Process Improvement Champion continuous process improvement mindset. Implement and drive process improvement initiatives/efforts at the Team or functional level. Seek out, share, and implement best practices. Communication Effectively communicate across all levels/areas/locations of the organization (superiors, direct reports, colleagues, and customers).

FINANCIAL RESPONSIBILITY: Understands the financial drivers for their area/level of responsibility and prepares budget information.

Education: University/College degree with 2+ years of supervisory/leadership experience and 4+ years of operations experience.

Required Skills:

1. Strong leadership and people management skills. 2. Strong oral and written communication skills. 3. Excellent analytical problem solving and organizational skills. 4. Detailed working knowledge of products, process, systems, and best practices. 5. Broad business knowledge. 6. Demonstrated project management skills.

7. Works well in a team environment with the ability to lead cross-functional teams. 8. Technical aptitude for computer applications and systems such as word processing and file management applications. **********************************************************************************************************

Job Description: The Production Lead role in Operations supports the Manager and is responsible for ensuring the delivery. The role incumbent will also be responsible for servicing customer/stake holder requests. This role also acts as a key reference point for all maintenance matters impacting the business. Key responsibilities in this role will include, managing workflows and associated reporting; quality checks; Productivity reporting; providing feedback to staff in relation to Quality and Productivity; conducting formal and consistent review of team learning needs and developing learning material/courses/training to improve skills base and knowledge in team. You will also ensure timely and accurate processing of work in line with expectations and within the agreed criteria set out in Service Level agreements and established policies. Job Responsibilities:

Managing the delivery of the team as per the SLA requirements Customer interaction on day to day issues Handle all escalations Act as a subject matter expert Identify the need for enhancement of training or refresher training specific to the processes being managed and address this need appropriately by seeking assistance from the training team / client contacts etc. Ensure that all processes are adequately and appropriately documented and ratified by relevant contacts on the client's side. Ensure that the process documentation is reviewed on periodic basis and all process changes are documented and approved by the clients. Adequate version control should be exercised. Encourage a co-operative and "can-do" attitude to enhance HP's standards and performance by harnessing everyone's skills and talents within the team. Work with other teams to achieve optimum performance of unit as a whole Ensure delivery as per expectation

Focus on Process improvement & Customer Satisfaction Opportunity to excel in a thriving business environment.

Production Planning - Workflow management, Manage the daily production plan vs the actuals.

Desired Candidate Profile: Qualification : Graduates/Post Graduates in any stream

Experience Required Skills:

: 3-4 years of total experience out of which at least 1 years in BPO industry

Exposure to working in roles which involve reporting / process management Should have had operational led teams of at least 4-5 people High customer orientation Personally, you will possess outstanding written and verbal communication skills. Experience in data analysis, data management and data quality Exposure to Quality

Good to have:

Experience of working in a multi-national environment / cross-functional teams is an advantage. Prior experience of having worked in a Shared Service environment

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Position Requirements: Needs to be an individual contributor and should be able to work with minimal supervision Produce client specific billing reports Respond to management requests for information, on-the-spot explanations and other support requests Excellent oral and written communication skills as well as demonstrated BPO operations background. Experience in scheduling, reporting & real-time management strongly preferred Other duties as required Education and Experience: Travel background preferred Graduation in mainstream subject 3-4 yrs work experience in similar field (data compilation and analysis role) Applicant should have strong technical background in Microsoft Office suite (Excel, Access, etc.) and the ability to work effectively in a dynamic team environment

 This position is based in Bangalore & will require supporting clients globally Experience in handling clients of US & EU will be preferred This position requires flexibility on working shifts

Job Description
Summary of the Position: The role is to be responsible for performance and SLA achievement reporting and direct client interactions on different aspects of adherence to timelines. This role would be for one of the key accounts for the organization. Essential Duties and Responsibilities: Monitor contractual obligations hold time, turnaround time, call back time, customer service standards are met Ensure all client reporting required data is tracked and trended on a continuous basis Reviews and recommends on the coverage, quality, completeness and timeliness of data and the setting of statistical standards Develops and utilizes databases, spreadsheets and reporting tools to identify innovative strategies and best practice business solutions To prepare spreadsheets and charts to record and facilitate analysis of data To validate and quality assure incoming data to ensure that accurate analysis can be made