| Company | Ais InfosourceSee more |
 Address | Vadodara, Gujarat |
| Category | IT |
Job description
JOB TITLE: Team Leader - Operations
EXPERIENCE REQUIRED: 5-10 Years
REPORTS TO: Manager – Operations
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Manage Voice process team’s KRA goals and target achievement.
Share Scorecard within the team and enable individual awareness on their KRA goals, targets, and their current stand.
Arrange team meetings and discuss operational issues and ways to achieve operational excellence.
Take ownership of cases – keeping track & following up on escalated cases and ensure progress of cases through backlog review.
Notify/discuss with manager on cases that require assistance, or which need 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 people on topics those are identified by the escalation leads.
Have appropriate succession planning in place for critical roles (like SME, Supervisor, Trainer) so that associates can be groomed up the ladder.
Should be able to effectively lead conflict management in their team and resolve issues.
Daily Management of shift
Administrative management of associates
Work allocation to associates.
Monitoring and mentoring associates on productivity, quality, and knowledge.
SUPERVISORY RESPONSIBILITIES:
This position has supervisory responsibilities.
Required
English
Ability Level
Business Fluent
Required
Hindi/Gujrati
Ability Level
Business Fluent
Graduate preferably with 5 – 10 years of experience in the international voice process.
Preferred 2-3 years’ experience in team management for a span of 20+ associates.
Excellent communication and leadership skills
A self-motivated person with the ability to motivate the associates.
Good people management skills.
Bachelor’s degree in any discipline. (Post graduate preferred)
Financial/Legal/Accounting/Banking/Insurance/Computer application/Project management/
Ability to read, analyze and interpret the most complex documents. Ability to respond effectively to the most sensitive inquiries or complaints. Ability to write emails, speeches and articles using original or innovative techniques or style. Ability to make effective and persuasive speeches and presentations on controversial or complex topics to top management, public groups and clients.
Ability to choose the right mathematical methods or formulas to solve a problem. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals quickly and correctly.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
CERTIFICATES, LICENSES, REGISTRATION:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, stand, and walk. Hearing and speaking to exchange information in person and on the phone. Seeing to read and write, exchange emails, conduct work, and prepare documents and reports. Minimal to light physical effort is generally required in performing duties in an office environment. This position requires the ability to operate a computer keyboard and standard office equipment at efficient speed. The employee frequently is required to reach with hands and arms and stoop, kneel, crouch or crawl. The employee is occasionally required to climb or balance. The employees must occasionally be required to lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the noise level in the work environment is usually quiet to moderate.
The information in this job description is designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position and may be changed at the company’s discretion to conform to business needs.
AIS is a Texas-based fintech firm committed to lowering operating costs, improving quality and reducing cycle time with back-office automation, highly skilled talent and standardized reporting and analytics solutions. AIS manages the day-to-day work so our clients can focus on growing their business. We review client processes, eliminate non-value adds, and enhance productivity. We build financial and legal technology to automate and optimize workforce performance. We recruit, train, and manage specialized human resources to meet staff augmentation needs. We equip decision makers with deep data sets and forward-thinking analytics so they can make smarter business decisions and create better customer experiences. We serve a variety of industries including banking, automotive finance, credit card, mortgage, insurance and telecommunications.
Refer code: 974427. Ais Infosource - The previous day - 2024-03-25 17:57
